The Project: KnowledgeBase
The Client
ADS Technologies
(
www.adstech.com) is a world leader in Universal Serial Bus and IEEE-1394/FireWire solutions
for the personal computer. Since the company's inception
in 1992, the cornerstone of the company's success has
been to introduce niche or high-end technologies to the
consumer marketplace with quality devices sold at a
reasonable cost.
Business Situation
To stay in competition, ADS needs to have a continuous line
of consumer products being released, with updated and new
versions being launched every six months. Supporting these
customers world-wide and keeping up to date was becoming
a nightmare for the support department. Adding new support
personnel only escalated costs but did very little to bring
about customer satisfaction. ADS was looking for a software
solution that could help.
The Solution
AEC Tek was asked to study the situation and recommend
a solution. After studying the support process at ADS,
AEC Tek recommended the following solution:
Product Managers where asked to document their bug list
at the time of product release which became the FAQs.
