2009 Winner Profile

Wind River Systems

Project Description:
The device software optimization provider redesigned its customer support website to centrally manage content and provide personalized customer profiles. The company's 30,000-plus global customers have their own welcome pages, where they can access documentation and patches for the products that they have purchased. In the first month after the redesign, customer satisfaction increased from 47 percent to 82 percent, resulting from improved information wait times and a more personalized experience.
Project type:
BPM, Collaboration, Document Management
Business Functions:
Research & development/product development, Marketing, Customer service/support
Business Goal:
Customer
CEO:
Ken Klein, Chairman, President & CEO
Headquarters:
Alameda, Calif.
Industry:
Computer Hardware
Revenue (2008):
$370 million
Website:
www.windriver.com
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