SOFTWARE COMPANY CUSTOMER SERVICE

Providing live customer support is expensive. Gartner estimates the average cost of customer support at $8.01 per contact. They also estimate that only 9% of customers report solving issues completely using self-service options as an alternative to live support.

SKILLS GAP CASE STUDY

The skills gap is widening... Over the next decade nearly 3 1⁄2 million manufacturing jobs will likely be needed and 2 million are expected to go unfilled due to the skills gap. Developing talent is essential. Adding to the complexity is finding workers with the skills...

BANK LOAN ORIGINATION PROCEDURES

According to a Bain & Company study, from 2011 to 2016, major banks lost nearly $210 billion from operational risk events, mostly from client interactions and process management...

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More case sTudies

BIOMEDICAL CASE STUDY

A Parenteral Drug Association (PDA) survey found that a typical pharmaceutical company must, on average, manage a whopping 1250 SOPs with the average maintenance burden at 15,000 hours.” Tim Brennan, Technical Writing 101 for Biotech and Pharma Companies.

Brain drain

Brain drain is the exodus of experienced, educated and highly skilled leaders/managers from your organization. The drain only occurs when no action is taken to transfer knowledge and experience from leaders to emerging leaders. Corporate brain drain is avoidable with planning and work.

INVESTMENT SOFTWARE COMPANY PRODUCT DOCUMENTATION

As today’s world becomes more complex, a software application’s most beneficial features may not be immediately apparent to the intended user community…

Skills gap

After completing the Standard Operating Procedures for the equipment and creating the new hire training manual, the client was able to bring new hires up to proficiency 50% more quickly.

SOFTWARE COMPANY CUSTOMER SERVICE

Providing live customer support is expensive. Gartner estimates the average cost of customer support at $8.01 per contact. They also estimate that only 9% of customers report solving issues completely using self-service options as an alternative to live support. 

Bank loan origination procedures

Essential Data provided two technical writers with significant experience in banking and working with policies and procedures in a regulatory environment. In addition to rewriting the loan procedures documentation, the writers also developed a style guide for creating future documentation.

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