The Educational Publisher
When a globally recognized publisher,
with a 150 year tradition of commitment to quality
began introducing their print educational products
to the marketplace in a DVD format, they experienced
a product performance dilemma. It was discovered through
customer complaints that one of their DVD discs did
not act the same from one computer to another or from
one set-top player to another.
The company was overwhelmed by calls
to its support line. The support technicians were unable
to assist the customer to solve the issue immediately.
Initially, the customer service solution was to replace
returned product but more often than not, the new DVD
wouldn’t play any better than the first one,
resulting in another return and a full credit to the
customer!
The escalating product performance problem
became an extreme frustration for the user, the support
technicians and the company. The situation had begun
to affect the venerable publisher in many areas from
internal expenditure to customer confidence, all contributing
to direct return costs and a negative reflection on
the legacy of the company’s brand. Something
had to be done.
The publisher researched options for
optical media quality assurance testing experts and
chose Intellikey Labs for the company’s renowned
expertise. Intellikey Labs worked with the publisher
through a systematic approach to identify where and
what most of the complaints were related to. Intellikey’s
technical staff then developed a recommended testing
protocol. Testing was efficient and effective, providing
the customer with the knowledge necessary to fix the
problem within the budget and timeframe allotted.
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The Review
"Intellikey Labs has made a big
difference to our DVD product line and how we develop
DVDs.
We've used the information provided in
the testing reports to pinpoint problem areas in navigation
and encoding rates. By doing so, we've decreased the
number of problems being reported to our support line.
QA Testing reports are concise, easy to read and yet
the level of detail on errors - priceless.
It's been my experience that Intellikey
is: flexible with dates, efficient, knowledgeable about
media, dependable and always pleasant to deal with!"
— The publisher’s
Senior Media Producer
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