|    |  Knowledge Base Review

Knowledge base review.

Business Objective

EdSmart is an enterprise solution for school administration that streamlines workflows and relationship management. With a large-scale implementation coming up in a few months, EdSmart’s customer success team needed to prepare a technology partner to take over implementation and the training and support of hundreds of end-users.

The Challenge

Knowing their own product inside-out, the EdSmart team were keen to have an objective outsider assess existing documentation and support materials with the aim of developing a train-the-trainer package, including workshop exercises and agenda. Aprill’s expertise was also sought for guidance on the knowledge base architecture that would be shared between EdSmart and the partner.

Delivering the Solution

After receiving a product demonstration and navigating through existing content in multiple Confluence knowledge bases, Aprill was able to identify some opportunities for clarification and advise on a knowledge base structure that would be scalable and more easily maintained by reducing duplicate sources. She also project managed the development of a training deck, that became the framework for additional training material.

The Business Outcomes

“We used the deck you started, and the support documents and processes you began. It’s been full-on to get this organised. We wouldn’t have made it, if we didn’t have your base.”

Sam Sapuppo, Director – Customer Experience

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