Content Engine

• Many teams and customers had concern over the quality of the Content Engine product
• High critical account volume (danger of customer defection)
• The Director of the team needed actionable information about customer problems to prioritize enhancements and eliminate quality concerns

• Used Bayesian sampling to analyze customer challenges quickly
• Provided actionable requirements to eliminate the top three customer challenges and case generators
• Simplified solution configuration

• Eliminated 50% of RMAs (most were due to misleading error messages)
• Restored customer confidence
• Product design and documentation changes implemented in all related products in this line
• Eliminated bugs that inhibited software upgrades