Gensym's On-line Customer Support Application Wins WebMaster 50/50 Award
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Gensym Corp.'s (Cambridge, MA) G2 HelpLink has been selected for a WebMaster 50/50 Award, making it one of the top 100 Internet and intranet sites according to WebMaster magazine. G2 HelpLink provides Gensym customers with access to Gensym's Help Desk and customer support services over the World Wide Web.
By providing a direct, dynamic connection to Gensym's Help Desk over the Web, G2 HelpLink allows customers to query for answers to product questions; input and review product issues; suggestions, and resolutions; review issues with Gensym support and engineering staff online; and access on-line product documentation, frequently asked questions, and configuration guidelines. Customers can also review their account information and check the status of their Gensym product shipments. Gensym built G2 HelpLink using its own products running on top of Oracle in a three-tier client/server architecture. The G2 HelpLink server dynamically builds personalized HTML screens, which are sent to the user's Internet browser. "By automating our support process using the Web, we eliminate the overhead associated with traditional fax, voice, and e-mail support services, and we are better able to serve our customers quickly," says the company. According to WebMaster Publisher and Editor in Chief Lew McCreary, "These award winners anticipate and adapt to the flow of the mercurial Web, trying not just to go with it but managing to stay out in front. They most clearly represent the benchmarks of business excellence on the Web, circa 1997." WebMaster editors judged the nearly 900 nominations based on the following criteria: which organizations use the Web to open new markets, expand existing ones, manage information, and/or maintain cost-effective interactions. Founded in 1986, Gensym Corp. is a leading supplier of software and services for intelligent systems that help organizations manage and optimize complex dynamic processes. Common applications include quality management, process optimization, dynamic scheduling, network fault management, energy and environmental management, and abnormal situation management. Gensym has sold more than 7,000 product licenses to organizations in manufacturing, communications, aerospace, transportation, finance, and other industries. Based in Cambridge, Mass., Gensym has offices in North America, Europe, Africa and the Pacific Rim. Edited by Nick Basta |