REVITALIZED

INTRANETS
REDUCE
SUPPORT
COSTS

HOW-TO GUIDE
 Revitalized Intranets Reduce Support Costs
HOW-TO GUIDE

This how-to guide has been designed to provide practical advice for revitalizing and re-launching
your corporate Intranet.

Read this brief how-to guide to learn:

What is an Intranet?
What are the Business Benefits?
Common Content by Department
Intranet Revitalization Best Practices

Learn how to audit the usage of your Intranet, assess content and assign ownership, and re-launch
your Intranet to save money on support and administrative costs.

What is an Intranet?
An Intranet, or ‘portal,’ is similar to an Internet website except that it is restricted to users within
an organization. Intranets that extend outside the company to partners or customers are called
Extranets. Intranets use web servers to distribute information, and users view content with their
Internet browser or by downloading documents.

Many organizations select Intranets to share information among employees since they can be
built and maintained more cost-effectively than other types of private networks or enterprise
content management and collaboration systems.

2 REVITALIZED INTRANETS REDUCE SUPPORT COSTS HOW-TO GUIDE

What are the Business Benefits?
Although many organizations have implemented an Intranet, most corporate Intranets in mid-sized
companies are not well organized, user-friendly, or contain relevant content that is current and
being maintained by a designated content owner.

These challenges aside, Intranets can provide many business benefits including, but not limited
to, the following five areas:

Reduced Support Costs — providing employees with a ‘self-service’ resource to find answers
to their questions can drastically reduce inter-office support calls, provided that employees
actually use the Intranet and know its contents.
Minimized Administrative Costs — posting standardized business processes, checklists,
templates, and other materials — such as proposals, contracts, or other commonly used
documents — will increase the efficiency of your operation and provide a mechanism for
version control.
Brand Consistency — by maintaining documents at the Intranet level, rather than having staff
save them to their desktop, Marketers have more control over their corporate brand and image,
reducing the risk of out-of-date materials being used in the field. Monitoring download activity
is a sound method to ensure that your employees are in the habit of using the Intranet instead
of a desktop folder.
Improved Remote Access — many employees would do work outside the office if they had
access to the information and tools they need to be productive. As many intranets are inter-
nally hosted, they can be unreliable or slow to load, especially if remote workers do not have a
fast Internet connection. Adopting a hosted solution can be very cost-effective, increase avail-
ability, and provide usage analytics.
Employee Self-Service — not only do successful Intranets reduce helpdesk and support calls,
but they also provide a faster method for employees to get answers to their questions. This
can mitigate process bottlenecks for busy helpdesks, and provide a better experience for an
end-user, provided the Intranet is easy to navigate.

Common Content by Department

All corporate departments have information that needs to be provided to employees. Following is
a list of common Intranet content made available by departments.

This list is not exhaustive, but was generated to stimulate further thinking about what content your
organization would like to provide.

3 REVITALIZED INTRANETS REDUCE SUPPORT COSTS HOW-TO GUIDE

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