Solatube Illuminates Customer Care with the Fuze Suite
Helps residential and commercial customers find answers fast
Innovative natural lighting leader, Solatube International Inc. launched the Fuze Suite knowledge sharing and customer care software to enhance its online customer service and support. Residential and commercial customers as well as prospective customers can easily find answers to Solatube products in a searchable knowledge base accessible throughout Solatube’s web site at Solatube opted to utilize the Fuze SuiteTM provided by Fuze Digital Solutions after an extensive evaluation concluded that Fuze would meet its requirements for an easy-to-use yet comprehensive system.  The Fuze Suite includes self- and assisted-service components through a collaborative and highly searchable knowledge base (KB), email/contact management, feedback management, and chat. 
Seattle, Wash. - (May 6, 2010) – Solatube International Inc., the worldwide leading manufacturer and marketer of Tubular Daylighting Devices, launched the Fuze Suite as a way to deliver high quality customer care throughout the organization while managing support costs. Provided by Fuze Digital Solutions, the Fuze Suite includes self- and assisted-service components through an easily searchable knowledge base (KB), email/contact management, feedback management, and chat
Solatube’s call center staff and product specialists field technical questions from partners, prospects, and their own sales team.  The Fuze Suite allows for the efficient and cost-effective delivery of consistent, accurate and timely responses to distributors and consumers’ questions. The Fuze Suite was given the nod over the other systems considered due in part to its usability and ease of administration
Solatube is utilizing FuzeDigital’s hosted, on-demand model. The initial roll-out focused on getting information to staff throughout the organization’s sales, marketing, and support departments utilizing the system. Content was then expanded to meet the needs of web site visitors, as well. 
Self-service answers deflect calls and emails that otherwise would need to be handled by Solatube staff. However, when assistance is needed, the Fuze Suite routes inquiries and feedback to staff best able to handle them. Scripted answers are housed in the knowledge base for easy retrieval by staff responding to inquiries.   Streamlining contact management has also helped Solatube measure and manage response turnaround.

“We’re pleased that Solatube chose the Fuze Suite for its knowledge sharing and customer care initiatives,” said Chuck Van Court, FuzeDigital CEO and Founder. “Our patent-pending* community KB features are certain to suit their needs to ensure that content remains viable and that staff and consumers are recognized for sharing their expertise.”  

*Update:  A patent on the Fuze Suite's reputation engine was granted in February 2012
About Solatube International
Solatube International Inc., based in Vista, California, is the worldwide leading manufacturer and marketer of Tubular Daylighting Devices (TDDs).  The company’s flagship product, the Solatube Daylighting System, provides a revolutionary natural lighting solution for all types of residential and commercial applications and is the only spec-grade TDD currently available on the market.  The maxim “Innovation in DaylightingTM” reflects the company’s commitment to the development of breakthrough daylighting technologies, which has resulted in numerous patents dating back to the mid-1980s.  Widely recognized as the industry innovator, Solatube International has earned acclaim around the globe for its unrivaled ability to transform interior spaces with the power of daylight.  For more information on the Solatube Daylighting System or other products manufactured and marketed by Solatube International, including solar-powered attic ventilation fans, please visit the Solatube Web site at or call 888-SOLATUBE (888-765-2882).