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PayPal

Paypal is an e-commerce business and subsidiary of eBay which allows consumers to make secure payments over the internet without using traditional paper methods. PayPal processes transactions for online vendors and other sites.

Challenges
The PayPal website offers a link with a "comment card" for users to rate and comment on their PayPal experience. At the time, all data was sent to OpinionLab with no simple way for PayPal employees to access it. PayPal required an easier means of searching the responses they received from users.

LTech Solution
LTech configured and implemented a Google Mini, working with PayPal and OpinionLab to create a search interface for PayPal employees. With the Google Mini, other servers and code were eliminated, making it much easier for PayPal to access user suggestions and ratings.

Results
The new search interface enabled Paypal employees to browse users' comments themselves. This provided a much more efficient way for Paypal to evaluate suggestions in order to determine possible improvements for the site.