"We have created around 2,500 articles with training manuals in ScreenSteps. In the last 10 months, our knowledge base has been viewed 10,000 times."
- Jackie Smith, Director of Customer Success
ICEFLO is a SaaS product that has been around since 2008 helping large organizations successfully handle complex technology change events. It replaces the disjointed communication (spreadsheets, emails, IMs, calls) used to coordinate these massive projects and is the #1 collaboration platform to build, rehearse, deploy and review technology cutover plans.
ICEFLO is used when a large business plans and implements a large-scale technology cutover. ICEFLO replaces spreadsheets, emails, instant messages, and conference calls that are typically used to coordinate the technology cutover.
"For any one organization, we will work with them to devise a plan whereby they'll train the users within the organization, which can have up to 400 or 500 users at a time using the tool."
Jackie and her team needed software that could quickly train customers. Her and her team needed a tool that could expedite the training process and be passed off to the customer for their future training purposes.
"We deliver three specific modules or levels of training. We have our foundation level which is just the general navigational, key concepts, references, and showing them an example of how it works. And then the level two is the active cut-over. So that is predominantly for the people who need to know how to use the tool during a live cut-over scenario. We focus in on things like what are the reporting elements of ICEFLO that they would specifically use to be able to keep track of where things are and also recent issues. The third level is the build level. So that's predominantly for the people who are going to be responsible for creating the plans and creating an overall event within ICEFLO."
Agenor needed software that could effectively create training materials used to train customers on the three specific modules in a month's time.
Colin and his team used the ScreenSteps desktop editor with built-in screen capture and image annotations to solve their problem.
Jackie and her team have 2 main uses for the ScreenSteps software:
What we've done is we've created all the training articles in ScreenSteps and we can now deliver the three specific modules or levels of training quickly and easily."
"We've created basically a great deal of manuals and articles in ScreenSteps around those specific three levels. Also, we've created a lot of additional material that goes beyond the three specific training levels."
"So when we do On Site training or Webinar training, we allow people to then access the training articles so that they can boost their knowledge further by looking at specific things that are of interest to them."
The Content Creation software has helped Jackie and the Agenor team intuitively train customers at a fast rate.
Jackie and the Agenor team were thrilled with the effectivity of the ScreenSteps software. They are now able to efficiently train more users for vastly more clients.
"We now have around 2,500 articles in ScreenSteps. In the last 10 months, our knowledge base has been viewed 10,000 times."
Agenor can now easily format training documentation for web browsing, organize content in a hierarchy and publish content to PDFs (without the need for additional formatting).