A New Generation of Product Support



Challenge: Setting automatic timers, whether they are on VCRs, lighting systems, or clock radios, poses a consistent challenge to consumers, no matter how expert they may be. Because they take customer satisfaction so seriously, the "Consumer Customer Care" department of The Toro Company decided to offer its customers a new generation of product support.

The "Consumer Customer Care" department asked OneCARE, Inc. to create a SMARTManual - a graphical, easy-to-use, interactive self-service online application designed to provide instant help 24hours/7days a week over the Toro website. Click here to view: http://216.213.143.2/ProAuthor/Man.cfmManualID=222

The objective was to explain the complex programming process of Toro's ECX Sprinkler Timer so that every customer, from a novice to an experienced do-it-yourselfer, would understand the full potential of the product and could successfully set their automatic sprinkler systems to meet their personal needs.

Action: OneCARE used its software platform and creative services to create a SMARTManual whose step-by-step operational and installation directions were clarified with precise, animated drawings simulating each action. In addition, the ECx SMARTManual included an integrated troubleshooter to help customers accurately identify a problem and follow easy, step-by-step procedures to solve it. OneCARE's "closed loop system" ensures that a manufacturer's customers do not run into frustrating dead-ends but can tackle a problem until it is solved. Moreover, OneCARE also includes feedback capabilities to the manufacturer through integrated reports, diagnostics and surveys.

Results: Customers are accessing Toro's new SMARTManuals to explore product features and solve many of the product related problems they may have. Through the integrated surveys, Toro customers have continuously expressed satisfaction in being able to access this new generation of product support. Following are some examples of customer responses:
*    "Excellent manual. Never saw it anywhere else. It made answering my questions easy and I didn't need to call a service rep"
*    "I looked at the SMARTManual as part of my decision process. I'll buy a Toro"
*    "I like what I see so I will be buying the mower. Thanks for such a useful site"

Based on the success of the initial SMARTManual, which generated thousands of effective high quality, around the clock, online sessions, Toro increased its product coverage to over 30 different products supported by SMARTManuals. Toro SMARTManuals are now generating tens of thousands of online tech support sessions each month, answering customer questions and helping to solve product related problems online.

Because the SMARTManual is a "live application," Toro is able to make immediate updates to their existing SMARTManuals. The fact that OneCARE operates as an ASP (Application Service Provider) eliminates client concerns about hosting and maintenance.

As a result of the success of the Toro "Consumer Customer Care" department's experience with their SMARTManuals, a second Toro department, "Commercial Customer Care", has contracted with OneCARE for its products as well.

About The TORO Company
The Toro Company is a leading worldwide provider of outdoor maintenance and beautification products and irrigation systems for home, recreation and commercial landscapes.

The Toro Company established in 1914, has its headquarters in Bloomington, MN. Toro products are distributed in more than 80 countries worldwide and throughout the United States by a network of professional distributors, dealers and retailers that work closely with the company to meet customer needs. Superior customer care and constant innovation defines Toro and drives its longevity and success. For more information visit www.toro.com.

About OneCARE
OneCARE, Inc (www.onecare.biz) is a software and creative services company that produces online self-service product support applications whose centerpiece application is the SMARTManual. OneCARE solutions are designed to enable clients to build long-term customer relationships, reduce customer support expense and increase sales of new products and accessories.





A New Generation of Product Support