National distributors of a well-known product had problems supporting their brand. Two distributors were responsible for the product, one for the East and one for the West. Coordinating marketing activities, events and customer care was difficult. A major problem was dealing with customer queries, as with no central contact point customers were contacting the product's manufacturer instead of its distributors.


The distributors had several needs:

• Providing a central source for product-related events in the distributors' market
  
• Providing answers to frequently asked questions, with the goal of reducing customer inquiries
  
• Providing a central contact point for customer queries to reduce the number of customers contacting the manufacturer
  
• Supporting the product with information and interactive media
  

Memetica's strategy team developed a plan that addressed the distributors' needs using Internet technology. Memetica's graphic design and Web development team then implemented the plan, which had the following features:

• Brand-reflective look-and-feel to ensure customers identified the material on the Website with the product
  
• Content management system that would allow either distributor to update content on the Website through a secure Internet interface
  
• Robust Frequently Asked Questions section to reduce customer queries
  
• Easy-to-update events section to promote upcoming events in particular regions
  
• Detailed customer contact form to provide a central contact point, reduce the number of customers contacting the product manufacturer and gather customer information
  
• Interactive elements to attract and retain visitors
  
• Search engine submission and optimization to ensure customers would find the Website when seeking information or a contact point
  
• Website management to ensure site function
  

The distributors have begun using the Website to centralize communication with customers, and have already used it to successfully promote two events. Customers have begun reading the Frequently Asked Questions section and contacting the distributors through the online contact form with their queries. Memetica continues to provide solutions and services for the distributors to help them best use interactive media to meet their needs and achieve their goals.