CASE STUDY: TEAM TRAINING

Background

Launching a new product for your company is a thrilling, yet challenging, project. Your marketing team says the product has enormous growth potential, and engineers and quality assurance teams confirm that everything is in proper working order. The new product launches to great success, however, customers are constantly calling your customer service line for assistance in using the product. One solution would be for your company to send out a team of technical experts to each client, ensuring that the client will get the help needed to properly operate and maintain the product. Sending a live team of experts will guarantee that your customer receives all the necessary nuances of the product, however, such an endeavor can be quite costly. On the other hand, your company could acquire the service of professional technical content writing services to create documents such as user guides and manuals, saving your company time, labor, and money.

Client Need

A premier software company was launching a new piece of software and to ensure that the software was installed and functioned properly, the company had teams of four technical experts personally travel to each customer site. While having an in-person expert team to answer any customer questions made certain that all issues would be resolved, this team was costing the company $20,000 to $30,000 a trip. This model reached a point where the cost of transporting training teams cut into profits that the new software was generating. The company knew things had to change, and contacted Essential Data Corporation for help.

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EDC Solution

Essential Data Corporation was able to supply a team of expert technical authors already well-versed in the type of software the company was launching. The writers created different types of technical writing documents, such as installation guides, and training materials so clients could operate the software properly. The technical writers also created a frequently asked questions (FAQ) document, so that should any known issues arise with the software, the client can resolve the issues without needing to contact the company’s technical service department. With these new technical documents, the need to send live teams stopped.

Benefits for the Client

No longer needing to spend massive amounts of money on sending live trainers to each customer site, the software took off. With easy-to-understand installation guides and user manuals, customers were able to adopt the software quickly, leading to greater customer satisfaction and increased sales of the software. From installation manuals to software guides, Essential Data Corporation is proud to help all types of clients with their technical writing and communication needs.

 

 

Written by Gwen Nicastro