March 23, 2018

Information Builders Receives a Blue Ribbon in Serving Its Customers!

Frances Gambino

We are thrilled to announce that the Society for Technical Communication (STC) has awarded Information Builders Best of Show and an Award of Distinction, in the 2017-2018 Regional Competition, for its recent development of the WebFOCUS Upgrade Resource Center!

With over 14,000 members and 120 chapters, STC is the world’s largest organization dedicated to advancing the arts and sciences of technical communication. The Award of Distinction is the highest award level available to receive. This year’s award exemplifies self-service customer enablement and technical communications innovation, meeting or exceeding standards for technical content management and presentation. This year’s regional competition was conducted across five regional chapters – New York, Philadelphia, Atlanta, Houston, Rochester – and the Best of Show is presented to only one Award of Distinction entry per competition.

Information Builders’ Worldwide Customer Services (WCS) division took recent steps to develop necessary support systems that further emphasize the organization’s dedication to achieving high customer satisfaction. Partnering across corporate and services teams, building enduring customer relationships at technical and executive management levels, WCS designed, then developed the Upgrade Resource Center to support upgrade planning between releases of the BI and analytics platform, WebFOCUS.

The STC awards further emphasize how critical the Upgrade Resource Center has proven to be for customers’ satisfaction and their upgrade planning efforts. Built within four months, and in response to feedback from 346 customers and corporate stakeholders, this Resource Center allows organizations to access self-service resources that highlight, outline, and guide them in establishing a successful upgrade strategy. With this resource, organizations can more efficiently take advantage of new product capabilities, modernize their WebFOCUS systems, and effectively push adoption and value.

More specifically, the upgrade maps offered through the Resource Center provide insight into key details such as requirements and prerequisites for upgrades, considerations for changes in behavior, facts about specific changes to the latest version releases, and features that can only be applied in the new release. Also included are general planning considerations and links to full versions of the resources identified in each map, as well as the ability to browse and compare the details between releases. With a 90.8 percent customer satisfaction rating, the Resource Center has helped customers continuously improve their data analytics approach.

In addition to these two awards, Information Builders also received an Award of Merit from STC for its book, Organizational Intelligence. Featuring the best practices from some of the world’s most recognized brands, the book provides sage advice from executives and BI practitioners on how to skillfully navigate today’s BI and analytics landscape. Organizational Intelligence is co-authored by Information Builders’ President and CEO Gerald D. Cohen and Vice President and CIO Dr. Rado Kotorov, Ph.D., who together have more than four decades of experience to share with the BI industry.  

Information Builders believes that a strong commitment to service is vital to success, and a major competitive advantage in the enterprise software industry. As a highly requested resource, the Upgrade Resource Center is just another customer-driven advantage Information Builders is proud to deliver to support its customers. Developments like this, that effectively build upon existing programs and other customer-driven initiatives, ultimately drive customers in becoming future substantial and strategic partners.