Product category: Design and Development Software
News Release from: Mentor Graphics UK
Edited by the Electronicstalk Editorial Team on 18 July 2003
Award recognises strong web support
Mentor Graphics has received a "Ten best web support sites" award from the Association of Support Professionals (ASP)
Mentor is the first electronic design automation (EDA) company to win this award. Mentor was recognised for its secure, full-service customer support Web site, SupportNet, which provides a comprehensive range of technical information, advanced interactive features and product updates tailored to the needs of each customer.
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"Mentor Graphics provides the best overall customer support in the EDA industry and their Web support is superior", said Steve Herbstman, Senior PCB Design Engineer, MSL Engineering and Design.
"SupportNet offers all of the tools I need to keep me and my team on track should we encounter any issues".
The "Ten best web support sites" awards showcase excellence in online service and support.
Winners for this year's awards were selected by a panel of web support design and implementation experts using a scoring system based on 25 separate performance criteria.
Websites were evaluated on several areas, including overall usability, design, and navigation, knowledgebase and search implementation, interactive features, personalisation and major site development considerations.
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Mentor Graphics received high marks - exceeding ratings averages - for such criteria as the overall look and feel of its SupportNet website and the functionality of the site's KnowledgeBase system.
Mentor's SupportNet website was also recognised for making it easy for customers to access live support and escalate problems as appropriate.
Other award winners include BEA Systems, Dell Computer, Hewlett Packard, Macromedia, Novell, and Xilinx.
"Mentor Graphics customers not only create complex designs, but they use complex tools and methodologies to create them", said Jeffrey Tarter, Executive Director, ASP.
"To provide customer support on this level via the Web requires a truly innovative and intuitive web support site and Mentor Graphics excels in this area.
We are delighted to name them as our first award winner in the EDA industry".
The Mentor Graphics SupportNet website features the SupportNet KnowledgeBase system, a powerful support database that provides customers with instant access to current product information and solutions to commonly encountered design problems.
The site also offers forums that allow customers to interact directly with each other, regardless of geographic boundaries, to exchange information about Mentor products and methodologies.
Personalised e-mail notification of product updates, technical notes and customised content for selected customers, providing crucial design information specific to each location, are also available.
SupportNet helps companies manage their software assets through personalised licensing reports to enable centralised management of global software entitlements, licences and updates for all sites within a large company.
"The delivery of complex customer support and our dedication to providing superior support has earned us several awards.
Mentor is continually recognised by customers as the only 5 star support in EDA", said Tom Floodeen, Vice President and General Manager of the Customer Support Division at Mentor Graphics.
"We have devoted significant resources to creating and providing superior online customer support and this award from the ASP helps validate our commitment and efforts".
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