Product Repair Tool

An international chip manufacturer wanted to increase server market share and customer satisfaction by providing support to international server resellers and field technicians. Their customer support center was extremely busy fielding client inquiries. The client believed they could significantly reduce the number of calls and associated expense by providing an effective reference tool.

The tool would be used worldwide and would need to be available in 10 languages. A module would be produced for each new server's launch. Production would be done within extremely tight timeframes with several modules under development concurrently. Parts often change at the last minute of the production process requiring 11th hour revisions.

Planet has produced hybrid CD-ROM-based visual databases and step-by-step procedures for taking apart and rebuilding dozens of server products with up to 30 complex steps per dozens of replaceable parts. Links to specific points in the PDF of the server's product manual are provided for further user assistance. A full parts inventory list as well as contact information for service centers worldwide are provided. The end user selects from one of 10 languages offered. The CD automatically links to a website and downloads updated materials to ensure that information is current. The tool can be personalized and branded by the reseller to function as the reseller's resource. Planet has built a fully modular and scalable engine to support the dozens of tools that have been developed over the years.

The manufacturer has outsourced production of this application entirely to Planet for a number of years. The company's channel partners use the tool for referencing parts and spares, server maintenance and repair, and product training. They consider it a very valuable resource.