About

Nissan Motor Corporation, Ltd., together with its subsidiaries, engages in the manufacturing and sale of automobile products and services. Nissan first came to the United States to sell vehicles in 1958 and began importing and making Datsun vehicles in the United States under the Nissan Motor Corporation, U.S.A. (NMC), name in 1960. In 1990, Nissan North America Inc. (NNA) was created to coordinate all of Nissan’s various activities in North America to 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.

Problem

Thousands of our dealerships access a Dealer Portal where they 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.

The goal of our project was to bring help and explanations directly into the Dealer Portal. We wanted to add “learn more” and “what’s this” links where users often had confusion. Clicking on the link would open an overlay that provides an explanation–all without requiring the user to leave the Portal.

Solution

ProProfs allowed us to create tooltips, overlays, and pop-ups to deliver contextual help directly in our Dealer Portal. It is excellent for guiding users on what a specific feature does or what a field means. Contextual provided answers to questions directly in Dealer Portal without requiring the user to browse the complete help documentation.

We also wanted to ensure that we could make edits and updates to the content quickly and without development being involved. With ProProfs, content authors could make updates or edits to the content, and the changes would instantly appear in the Dealer Portal. Nothing is hard-coded. This made it easy for our content authors to keep the content updated and refined. We also liked the CSS styles. Each page of help had predefined font size and layout. This was accomplished through the use of a standard CSS (Cascading Style Sheets). The CSS was configured so that the help pages looked like the rest of the Dealer Portal. Security and viewing restrictions were also important. ProProfs Sign 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.

Result

ProProfs allowed us to provide help directly where our users needed it. Now when the users got confused or needed more information, they could click a link and have a concise explanation appear in a small overlay. This greatly reduced the number of calls to the corporate help desk and has enabled dealerships to answer questions by themselves.

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