Boosting Support and Service with Better
Search and Navigation
A Case Study: Custom dtSearch® Implementation
for Otis Elevator
Otis Case Study
The Customer: Otis Elevator
Worldwide Leader In Elevator And Escalator
Manufacturing And Service
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200 countries
2 million elevators and escalators in service
62,000 employees
300,000 documents distributed and continuously updated
© 2007 Contegra Systems, Inc.
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Otis Case Study
Business Objectives
• Enable field service engineers and customer service
personnel to quickly retrieve relevant information from
spare parts leaflets, technical repair bulletins, and
newsletters
• Reduce time to solve service problems
• Increase customer satisfaction
• Reinforce company brand
© 2007 Contegra Systems, Inc.
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Otis Case Study
The Problem
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Outgrown legacy application
Difficulty adding and updating document collection
Unintuitive user interface
Ineffective search function
Need to migrate content from legacy application
No out-of-the-box solution met requirements
© 2007 Contegra Systems, Inc.
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Otis Case Study
The Challenge
• Design a web site with intuitive search and
navigation
• Minimal demands on client’s IT department
• Get to market in 90-120 days
© 2007 Contegra Systems, Inc.
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Otis Case Study
Why The Custom Search Solution Works
• Designed from bottom up to address the specific
needs of its constituents instead of forcing an offthe-shelf interface
• Focusing on the features the end user needs to be
successful
• Select best software components to meet
requirements
• Only pay for software components that you need
© 2007 Contegra Systems, Inc.
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Otis Case Study
How Feature Driven Development Works
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Step 1 – Develop Feature List
Step 2 – Wireframe The Web Site
Step 3 – Graphic Design
Step 4 – Select Software Components
Step 5 – Develop Data Model
Step 6 – Build
Step 7 – Test
Step 8 – Launch
© 2007 Contegra Systems, Inc.
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Otis Case Study
Why dtSearch Is A Winning Solution
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Very extensible .NET API
Highly reliable and scalable
Proven record of excellent support (10+ years)
Priced right
© 2007 Contegra Systems, Inc.
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Otis Case Study
Net Gain
• Greatly reduce time and stress finding relevant
information
• On time
• On budget
• Internal staff receives recognition
© 2007 Contegra Systems, Inc.
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Otis Case Study
Why Contegra Systems
• Specializing in search and navigation
• 15+ years of project management experience
• Viewed as extension of client’s business and
technical team
• Strong list of references
© 2007 Contegra Systems, Inc.
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