How are you Handling your Documentation?

by | Jan 19, 2021

It’s an all too familiar scenario. You’re operating a piece of equipment and an error code pops up. You haven’t seen this one before, so your first instinct is to look for the manual. But where is it?

And when (or if) you actually find the manual, is it the right one? And where is the section that you need? What if the manual is 500 pages long? Do you have to manually search through it?

You can’t find it, so you call support. How much time has been wasted?

Another scenario. You are a call center agent and one of your customers calls you and needs help with a procedure. When your equipment was installed it came with certain design templates to help your customer perform more common tasks. Where are the templates? The customer can’t find them, and neither can you. Now you have to get engineering involved in the case.

Again, how much time was wasted that could’ve been spent solving the problem or even avoiding getting support involved altogether?

You are in charge of documentation, and there’s been an issue with a component of your machines in the field and a new part has to be installed in all of them. You have to get a service bulletin out to the field. Are you emailing them? Do they go to your customers as well as your service providers? How can you ensure compliance?

There are dozens of other scenarios. What if you have to update your product manual? A new training procedure? What about a new video that shows how to perform a task? How do you get these to the field and ensure that they are being used?

We have customers who support systems that rely on 3rd party products.  During a support event, what if you discover that the culprit is a product you don’t manufacture? Do you go to Google to find the document? Do you have a collection of these already? Do you rely on the OEM?

What if your call center agents, field service engineers, and customers had a tool that ensured that these and other scenarios wouldn’t happen?

If you are a frequent reader of our blog, you’ll know already that RevTwo offers Navigator, an AI-guided tool that captures expertise and enables newer or lesser-skilled workers to resolve issues or perform tasks on their own. But oftentimes, documentation is helpful for this. So Navigator also serves as a document repository. Here’s how it works.

When you launch Navigator, you have a list where documents, videos, pictures can reside. We call them Resources:

 

Rather than paging through documents hundreds of pages long, you can do keyword searches:

 

As Navigator takes you through steps to complete a task or resolve a problem, it can take you to the exact page in the document that is relevant to that step. Just press the operator’s manual button that’s provided with the step:

 

And the document opens to the exact page in the manual. No searching through lengthy documents to get what you need:

 

All of your documents, support materials, videos, etc. can be accessed and managed through Navigator. If you update something, pull the old document out and put the new document in, and instantly all of your Navigator users have the new document at their fingertips. New service bulletin? Video? Picture?  Other support documents? Put it in Navigator resources and now everyone has it.

For the call center, RevTwo integrates with all major CRM and help desk applications, so the call center agent can have these same resources at their disposal. Field Service, Engineering, Maintenance, and other departments using Navigator can do the same.

This is all within Navigator, which uses AI to help people solve problems and complete tasks faster and better. Users shouldn’t need to access manuals, etc as often as before, but if the need arises, Navigator makes it easy.

 

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