Customer Success Story: audriga

Customer Success Story: audriga

audriga is a globally recognized expert in email, groupware, and storage migration. The company supports hosters and telcos of all sizes with white-label self-service customer onboarding and large-scale multimillion account platform migrations. audriga can migrate nearly any kind of data such as files, emails, contacts, calendars, account settings and rules between virtually any type of system. audriga also offers its clients assistance with end user support. Especially when it comes to setup and configuration of email clients end users are often struggling. The email client landscape is constantly changing. Almost every month, one of the most commonly used email clients receives a major update. Thus, the provided documentation might be outdated and add even more confusion. Just creating and maintaining the customer support documents in different languages is a major pain for audriga’s clients. Therefore they are happy to rely on audriga’s solution with its frequent updates and a very high level of quality. Besides the increased customer satisfaction, this approach also decreases the number of support requests reaching the help desk.

In order to offer premium support, audriga recently added video documentations to their portfolio. Generating these videos is a challenge, as pdf documentation is of premium quality – and the videos have to match this. Based on the end user’s email client and device, a individual video guide is generated. In these video guides screenshots of all necessary steps are shown and the setup procedure is explained in detail. With such a video the end user can go through the entire setup process step by step. Another important requirement is that the screenshots are dynamically adapting to the user's individual data (like a user ID). This way, following the setup guide is less error prone and much more convenient. Further, all guides need to be fully multilingual – that is, both screenshots and accompanying explanations need to be available in all major languages. Finally, the guides are offered as white-label documentation – i.e. they need to be fully branded according to audriga’s clients’ guidelines.

While the video documentations themselves are complex, the same holds even more true for the entire system. The fact that bits and pieces have to be updated at regular intervals has already been highlighted. Furthermore, audriga’s clients require full control as the when and how these personalized configuration guides are generated. Among others, they use the videos for their help desks, for end users’ control panels, for welcome emails or all other kinds of customer communication. So, one day it might be necessary to generate this one video for the help desk within a few seconds, while the next day it might be necessary to generate hundreds or even thousands of videos for an email campaign. In order to match these requirements, audriga’s systems are closely integrated both with their clients’ systems and with part.io. Without any manual effort, audriga receives user details from their clients, calls the part.io API with this and some additional data, and receives the final video – both personalized with the end user data as well as with the client’s branding details. The fact that part.io has been able to deliver above expectation in this highly complex setting is well appreciated by Hans-Jörg Happel, Managing Director at audriga: 'part.io offers a unique feature set that delivers exactly what we need. Not only that their system covers all our complex requirements. But it has also been easy to set it up – their API calls are really covering all aspects. Further, the system itself is also running highly performant and stable. Our clients rely on the system for their premium customer experience – and part.io has exceeded both our and their expectations so far!'

Visit the website of audriga here.