REVIEWER: Jim Humphrys, eBusiness Leader at W.L. Gore.

BACKGROUND: Perhaps best known for its consumer products like GORE-TEX Fabric and ELIXIR Strings, W.L. Gore & Associates is a leading manufacturer of thousands of advanced technology products for the electronics, industrial, fabrics and medical markets. The company is headquartered in Newark, Delaware, and employs approximately 8,000 associates at more than 45 facilities throughout the world.

PLATFORMS: On-demand, hosted environment.

PROBLEM SOLVED: W.L. Gore manages more than 40 different Web sites around the world. The Omniture SiteCatalyst report suite enables Gore to use common technology for Web analytics across all of these Web sites. Some of the sites are B2B, some are B2C, and some are e-commerce and lead-generation kinds of Web sites. We are able to use a common technology and manage the analytics centrally, which helps with the analytics quality and the speed and quality of the implementation. Omniture SiteCatalyst makes it easy to implement metrics for a new Web site. It’s easy to set up a separate report suite. The admin console is just wonderful. It’s one of the best features of the product.

PRODUCT FUNCTIONALITY: Web analytics has enabled us to increase those marketing campaigns that are working and eliminate those that are not working. Omniture SiteCatalyst includes a very tight integration with Omniture SearchCenter, which helps us manage our keyword bid management for our online search campaigns. The reporting interfaces within SiteCatalyst are excellent. The ability to schedule reports appropriately throughout the organization is great for keeping all of our sales, marketing and business associates well-informed of our marketing campaigns.

STRENGTHS: The product has an intuitive interface. The visual design and usability of the product is very strong and well laid out. Omniture thoroughly considered the interface design and usability to eliminate unnecessary steps in the product. Having all of our site metrics in one place is excellent. The knowledge base and contextual help is excellent. Version 14 makes it much easier to implement throughout our organization. The admin console didn’t exist two years ago, so it’s light years ahead of what we’ve seen.

WEAKNESSES: When you have a complete interface redesign, there is always some level of ramp up to learn the new interface. This took a little bit more time than I would have liked. When printing reports from within SiteCatalyst, the report suite ID and the filters are not shown on the printed document. It would be nice if the company provided software code plug-ins directly from the interface of the product.

SELECTION CRITERIA: We started using SiteCatalyst four years ago, and we thought that the interface was excellent then. Moving to SiteCatalyst 14 has been a seamless process. We felt comfortable with Omniture as a company in terms of their customer interactions, delivering on what they promised, their ability to support the product, the future product roadmap, etc. Because we are a global company, it was important that we could manage all of our Web sites using analytics globally. Omniture’s product supported double-byte characters, which was required for managing our Asian Web sites.

DELIVERABLES: Most of the marketing organization interacts through Omniture as data recipients of custom reports, so those are preconfigured, scheduled reports and dashboards that are specific to their needs. We have some that also use the alert functionality, which is an event-triggered report (based on a threshold being exceeded or falling below our expectations). We have a number of associates using the SiteCatalyst interface to monitor and analyze the business results of their respective sites. Based on this feedback, we’re able to make better decisions for Web site and marketing optimization.

VENDOR SUPPORT: Pre- and post-support from Omniture is excellent. On a recent support call, the hold time was less than five minutes, and I was able to complete the call within two to three minutes. At times, I’m able to take care of support issues through email and live chat support. The company has expanded the ability to monitor a customer’s incidents.

DOCUMENTATION: The documentation is very good and very complete. There is a good implementation manual and user manual and a robust and deep knowledge base. I rarely need to use live support anymore because it’s all in the manuals. Flash-based training videos are available online and are also very helpful.

Omniture SiteCatalyst 14
Omniture, Inc.
550 East Timpanogos Circle
Orem, UT 84097
(801) 722-7000
http://www.omniture.com/

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