dynaMAN

dynaMAN is an innovative web application designed to offer personalized support when setting up new programs.

dynaMAN in Daily Operation

Well-known ISPs have been using dynaMAN since 2007 and it has proven itself to be a robust application. One example is the way that it has been used to assist in e-mail client configuration.

dynaMAN - in the look & feel of Swisscom

Stefan Probst, Project Manager at Swisscom, says about dynaMAN: "We were convinced by dynaMAN from the start and since then dynaMAN has become an integral part of our customer support. The dynamically generated tutorials are easily understandable and therefore actively used by both customers and employees. dynaMAN helps us improve the quality of customer service while requiring fewer internal resources. Cooperation with futureLAB is straightforward and there is a lot of mutual trust. Special issues are quickly and efficiently discussed and implemented."

futureLAB Won the Swisscom Supplier Award for Innovation

The coveted Swisscom Supplier Awards were presented by Swisscom on March 29, 2012 in Bern in the categories of Cooperation, Sustainability and Innovation. For the Innovation category, recognition is awarded based on the extent to which the supplier’s products and services support Swisscom’s strategy and verifiably contribute to the success on the market. The Swisscom jury, consisting of scientists and internal experts, honored futureLAB as the winner of the Swisscom Supplier Award in the category of Innovation.

Read full press release

Swisscom about the Swisscom Supplier Awards event

Advantages of dynaMAN at a Glance

Dynamic and personalized tutorials - your customers experience advanced user friendliness while configuring programs (e.g. e-mail clients).

dynaMAN - personalized tutorials with highlighted remarks

Multiple benefits - consumers can use these tutorials online - directly and without customer service involvement - for assistance in setting up programs. Customer service staff can quickly and easily generate individualized tutorials for the particular customer and forward everything to them.
Managed service - dynaMAN allows you to fully outsource the provisioning of dynamic tutorials as a managed service.
Individual configuration - dynaMAN can be adjusted to your own look & feel while being configured. Tutorials and texts are customized – including your specific settings – and it also supports multiple languages.
Cost savings in customer service - the use of dynaMAN considerably reduces the number of help desk calls regarding setting up new programs and expenses for publishing as well.
Improvement of service quality - you will achieve greater customer satisfaction with personalized tutorials.

dynaMAN for “Setting up E-mail Clients”

Consumers can choose from a variety of e-mail clients offered by the Windows and Mac OS operating systems. Different versions and continuous updates lead to ever-changing customer needs when setting up e-mail clients. A significant proportion of help desk calls at a typical Internet service provider concerns the topic “setting up e-mail clients”.

Providers typically have to offer and maintain a wide range of information materials about the configuration of these e-mail clients, often in multiple languages. After initial creation, these documents then have to be continuously updated. To avoid these time-consuming and cost-intensive updates, and to reduce support requests due to missing or out-of-date documentation, these tasks are carried out by dynaMAN.

Demo platform «dynaMAN for E-Mail Clients»

You can try out setting up an e-mail client on our demo platform.

dynaMAN simplifies setting up e-mail clients using tutorials that are individually tailored to each user. Currently they are available in German, French, Italian and English; other languages can be implemented on request.

Providers can immediately reduce costs with dynaMAN while at the same time increasing service quality, and as a result, achieve greater customer satisfaction.

Ease of Use for the Consumer

dynaMAN automatically generates personalized and intuitive tutorials for setting up e-mail clients and reviews e-mail accounts on Windows and Mac OS. These tutorials are easy to understand.

dynaMAN - easily comprehensible tutorials, step by step

The consumer is supported by highlighted remarks step by step during the installation of the e-mail client.

The process involves a few steps:

Selection of the e-mail client (for Windows or Mac OS)
Entry of personal data
Personalized process (each configuration is adapted to the selected e-mail client, preventing wasted time spent searching through extensive instructions for various e-mail clients)

The user follows step by step tutorials which have been tailored to help each user install their e-mail client on Windows or Mac OS. Also within the screenshots, the user can view the real data to be entered. This makes it easy to understand the tutorials. The user transfers the highlighted content in the screenshots one-on-one into the e-mail program. Additional remarks are deliberately reduced to a minimum.

The consumer experience is seamless when browsing the dynaMAN tutorials, because dynaMAN is adapted to the provider’s CI specifications and the perception is that they are working within the provider’s environment.

Improvement in Service Quality

dynaMAN allows for an immediate improvement in customer service by the up-to-date, dynamic, personalized and easy-to-understand tutorials. The customer service volume is significantly relieved by eliminating repetitive requests by phone or e-mail.

Unique integration of dynaMAN ensures that the system will remain current without additional operating efforts - the library of the dynaMAN tutorials is constantly expanded and, on request, automatically updated.

In addition, the dynaMAN customer care tool allows for quick generation of personalized tutorials for forwarding by e-mail or post.

Statistics on traffic and most popular manuals are available for targeted training and optimization of the customer service.

Saving Potentials

The use of dynaMAN allows for direct cost reductions.

Cost savings in customer service requests - the quality and user friendliness of the dynaMAN tutorials result in a significant decline in customer service requests, and in a reduction in the average call duration and process time due to the use of the dynaMAN customer care tool.
Cost reduction in web publishing - there is no more need for the web publishing of the initial creation and subsequent updates to instructions on how to set up e-mail clients. On request, dynaMAN automatically takes over the function of publishing manuals and their updates.
Example of cost savings with the use of dynaMAN.
We would be pleased to provide you with a cost comparison with your specific data. Request here.

Favorable Cost Benefit Ratio

dynaMAN is operated on the futureLAB infrastructure as a "managed service". Once set up, the provider does not have any maintenance expense.

The base fee (from CHF 4,000) includes the integration of the web application dynaMAN and is calculated according to the number of end users. All related services are included: installation of virtual servers, customization of user interface appearance, adjustment of the configuration and domain names.
Variable costs per year (from CHF 4,000) are based on the customer requirements such as client software packages, languages and level of service.

High Customer Satisfaction

Well-known customers such as Swisscom appreciate the benefits of dynaMAN.

Are you an internationally, nationally or regionally operating Internet service provider, hosting provider, mobile provider, hardware or software manufacturer? With the use of the customizable web application dynaMAN, you could easily and quickly achieve direct and individual optimization of your customer support services related to user manuals and instructions.

Do you wish to utilize the innovative web application dynaMAN for your products as well? We would be pleased to submit a detailed and tailored quotation.