Troubleshooting Documentation in the Telecommunications Industry
Client
CARA’s client is a leading provider of mission-critical
communication products and services for enterprise
and government customers. Through leading-edge
innovation and communications technology, it is
a global leader that enables its customers to connect.
Challenge
This client was looking for a way to help resolve
customer issues more effectively and efficiently.
The client contracted with CARA to design and develop
documentation that would enable the call center to
quickly assess the issue, and ultimately determine
an effective solution
Solution
First, CARA conducted focus groups with the client’s
troubleshooting team and subject matter experts (SMEs)
to capture specific troubleshooting techniques and
practical scenarios. Then, the content was analyzed
and complied into a comprehensive, easy-to-reference,
customer-centered paper-based manual covering the
entire network, including several complex subsystems.
Several activities were required of the team to meet
the client’s deadlines and ensure a successful outcome.
The CARA team:
- Conducted a project kick-off meeting with the
client to learn more about the project’s goals and
customer’s deliverables
- Reviewed and utilized a requirements documentation
that served as a guide for creating troubleshooting
content across the subsystems
- Analyzed existing customer troubleshooting
information and added the content to the new
manual
- Researched topics in existing training to identify
and document useful troubleshooting scenarios
- Worked closely with SMEs to verify validity of the
scenarios documented
- Contributed to team meetings where product and
customer issues were discussed in conjunction with
how the resulting solutions could be incorporated
into the documentation
- Participated in the client technical review process
for each subsystem in the network and incorporated
comments and customer enhancements into the
new manual\
- Supported changes in project direction to more
closely align with the end customer
Results
In the end, CARA met the client’s deadlines and
produced quality documentation for the call center
to effectively support each of their customer segments
using the network.
Download PDF
...back
