Helped us reduce the number of calls going to the corporate help desk!

Nissan Motor Corporation is a market-leading manufacturer of automobile products and services. We first came to the United States to sell vehicles in 1958. In 1960 we began manufacturing Datsun vehicles in the United States under the Nissan Motor Corporation, U.S.A. (NMC), brand. In 1990, Nissan North America Inc. (NNA) was created to coordinate Nissan’s activities in North America and enhance the design, development, manufacturing, and marketing of Nissan vehicles. Headquartered in Franklin, Tennessee, NNA coordinates all operations in the United States, Canada, and Mexico.

We have a Dealer Portal where all our dealers can look up incentive offers on vehicles. However, many of the screens and functions in the portal are complicated and not clearly explained. Users would often have to call the corporate help desk for guidance or answers.

We wanted to add ‘What This’ and ‘Learn More’ links at places in the dealer portal where users often had confusion. Clicking on the link should open an overlay that provides a detailed explanation - all without requiring users to leave the portal. Besides, we were looking for a tool that helped us make edits and updates to the portal without involving the development team.

ProProfs Knowledge Base enabled us to create tooltips, overlays, and pop-ups to deliver contextual help directly in our Dealer Portal. It proved to be an excellent tool for guiding users on what a specific feature does or what a field means. Now, we are able to provide answers to questions directly in the Dealer Portal without requiring the user to browse the complete help documentation.

Using ProProfs Knowledge Base our content authors can update or edit the content, and the changes instantly appear in the Dealer Portal. Nothing is hard-coded. This made it easy for us to keep the content updated and refined. We also liked the CSS styles. Each page of our help document now has a predefined font size and layout. This was accomplished through the use of a standard CSS (Cascading Style Sheets). We configured the CSS, and now the help documentation pages look like the rest of the Dealer Portal. Security and viewing restrictions were also important for us. The tool’s Single Sign On (SSO) feature was able to integrate with our existing login system. As a result, the contextual help is only visible if the user logs in to the Dealer Portal.