About

Formed in 1872, Ingersoll Rand (NYSE: IR) is a global industrial company that provides top-notch industrial, energy, medical, and specialty vehicle products and services across 40+ respected brands. Since 160 years, we have been working to improve the lives of our customers, employees, and partners through our innovative solutions. As an organization, we are passionate about building a better future and a world of sustainable progress.

Ingersoll Rand (Nexia)

Problem

We needed an online product manual to help our Nexia Home Intelligence users learn how to use the app. The online manual would contain guidelines, policies, and training materials to guide users on how to work with the Nexia app. Prior to ProProfs, we were using PDFs and a home-grown system, which made it very difficult for our content authors to collaboratively edit or update content.

Solution

ProProfs Knowledge Base software helped us solve the problem quickly. Now our team can easily collaborate and simultaneously work on a project from anywhere in the world. We also liked the fact that content could be instantly updated and published. We no longer have to wait for the documentation to be updated in our development release cycle.

Result

Thanks to ProProfs Knowledge Base, we now have comprehensive online documentation that comprises how-to content, troubleshooting steps, and faqs. Our authors can improve the help documentation in real-time by collecting feedback from support agents or adding feedback form at the bottom of each page. Because the interface made it so easy to create new content, we can roll out updates weekly, or even daily, based on calls received by the support team.

Our customers can now find information quickly without reaching out to support. We often receive compliments from customers who are able to address issues quickly without reaching out to our support team. ProProfs Knowledge Base provided an excellent platform to deliver accurate and timely information to our customers and partners. Some of its features that we absolutely loved are - WYSIWYG editor, user feedback system, and its user-friendly layout.

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