Background
Based on an interview with technical writer Eileen at the white-label product company. We respect the wish from both being anonymous.
This ‘White-Label Product Company’ specializes in the research, design, development, and manufacturing of motive power products and tools. They maximize the products’ performance and product life. With an extensive patent inventory, they cater to a global marketplace needing seamless end-user training.
The Challenge
Operational for over 40 years, it has expanded considerably and added more complex software solutions to its product portfolio.
Their biggest problem as a white-label manufacturer is no direct contact with their customers’ end-users – their extended enterprise.
The company provides a detailed text-based manual that unfortunately never gets the user’s attention it deserves. Moreover, most users eventually end up losing it because of their natural aversion to reading lengthy printed instructions.
They want white-label customers’ end-users to use their products correctly, ensuring safety, long product life, and correct usage. Hence the extended enterprise gets full benefits from the products and achieves higher customer satisfaction.
Early on they realized that video, together with images and explanations was the best way to make today’s people learn. However, all their research showed that it would be too difficult and expensive. What they needed was an affordable and easy-to-use video-based eLearning platform to train their customers’ end-users.
The Solution
Interestingly, the company reviewed over 40 options, before choosing uQualio. Their decision was based on no upfront investment, usability from day one, and its scalability to all needs.
The uQualio end-user training platform makes it easy to organize and distribute information about the proper use and maintenance of equipment for the end-users. Platform structure makes sharing critical knowledge for internal and external users easy and efficient with QR codes on products. With uQualio, it is also possible to provide information in “bite-size chunks,” so users do not need to bite off more than they can chew.
uQualio makes it possible to demonstrate exactly how a product is used and maintained in real life. This helps users easily learn new skills and re-visit as needed. Increased efficiency can be measured in time saved, and improved expertise.
The Result
They currently use the uQualio platform to give their internal and external teams, as well as customers, access to information via video. Specifically, the platform is being used for onboarding new users, and direct distribution of use and maintenance material for their customers’ end-users.
With uQualio, their customers’ end-users now have access to easy-to-understand product instructions through the QR codes. This allows them to either complete the training at their own pace or just visit a single video for help to increases confidence and competence.
What the Company Thinks About uQualio for End-User Training?
The company thinks that uQualio is a great tool that helps them to do things that they never thought they could do. They find it both affordable and fully customizable.
Owing to uQualio’s multifunctional capabilities, they think that it can be used across the whole organization. To promote products, help end-users to experience the full benefit of the products and services offered, and share their feedback. The company also has plans to use uQualio for onboarding new employees, and ongoing training for their current team members in the near future.
Impressed with the Customer Support at uQualio, they find it quick and professional. They are also happy knowing that uQualio uses clients’ requests and questions to continuously upgrade the platform to meet their requirements, as well as the needs of their customers’ end-users.
