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Novell Reorganizes NetWire on CompuServe to Enhance Customer Access to Technical Support Information

Strategic Insights

— 1 min read

Novell, a leading provider of network software, has reorganized its NetWire service on CompuServe to improve customer access to technical support information. The reorganized service includes the addition of library forums and the simplified organization of content by product groups in these forums. This move aims to provide customers with easy-to-use technical support information that is readily available at a low cost.

Key Takeaways:

  • The reorganized NetWire service includes five forums: NetWare Operating System Files, NetWare General Files, PerfectOffice Files, GroupWare Files, and WPFILES, which has been divided into two new forums: NPOFILES and NGWFILES.
  • The new forums provide a structured approach to accessing technical support information, making it easier for customers to find the information they need.
  • Novell has implemented various measures to help customers understand and use the new forums, including a brief description of the forum changes in the "What's New" section and a pop-up screen that describes the changes and provides a link to the new forums.
  • For the next 30 days, customers will be notified of the expansion, but will be allowed to use the old forum structure. After the transition period, customers will be prompted to select from one of the new forums via a direct link.
  • Novell has also created two "Top 20" lists on NetWire on the Internet, providing customers with the top 20 Technical Information Documents (TIDS) and top 20 downloadable files based on customer access.
  • Novell has made the changes to NetWire on CompuServe based on customer feedback, aiming to provide customers with more timely information and easier access to technical support.

Statistics:

  • Novell receives more than 6 million accesses per month to its on-line technical information.
  • The new forums on NetWire on CompuServe are expected to improve customer access to technical support information.
  • The "Top 20" lists on NetWire on the Internet represent the most common technical solutions delivered to on-line customers by Novell, providing customers with the most relevant and frequently accessed information.
  • Novell has established electronic support programs and delivery vehicles to provide technical assistance to a billion users worldwide by the year 2000.

Sources:

  • Novell, Inc. (PRNewswire, Sept. 18, 1995)
  • Novell, Inc. (NASDAQ: NOVL)
  • CompuServe (registered trademark)
  • Microsoft Corporation (registered trademark)
  • SoftSolutions Technology Corporation (registered trademark)

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