Increasing Customer Satisfaction through Web Site Personalization
by Kathy Slattengren, Senior Advisor- Aspen Technology

The AspenTech support and training web sites have information for over 150 products. Our customers told us that they wanted a simple way to find all of the available information for their primary products of interest. In response to this request, we added new functionality that provides personalization capabilities called My Support. My Support allows customers to select a product and find all available support and training information for that product. Customers can also do things like save favorite solutions, view solutions specific to their company, quickly find the latest updates to their incidents and find all the available training for their products. Our customer feedback processes enabled us to easily assess the impact of My Support through the use of web site surveys and open comments. The results exceeded our expectations.