Case 3: Product Info Guide

Client: Corporate Telecontact Center

Origin: Internal version of external web site product catalog

Status: Went live 1/97 with announcement in corporate net news, updated 5/98 to include personnel contact info for each product

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Notes:

* PIG-E replaced our printed product guide (which had wide distribution throughout the company). The CTC uses it to answer callers’ questions to the DuPont 800 numbers about DuPont products.

* PIG-E gets short shrift from the information providers (marketing communications folks and product stewards)

* PIG-E data is lousy: 40% of automotive products have no industry xref, 40% have no listed Uses.

* I will probably get more use out of this in terms of attracting attention of MC reps and product stewards for the external web site data then the CTC will get.

* The CTC was going to budget $50,000 for IS to develop as an internal application using PowerBuilder. The contact functionality is on hold for primarily political reasons.