About

Founded in 1990 by the Massachusetts Institute of Technology roboticists, iRobot (NASDAQ: IRBT) designs and builds some of the world’s most important robots. iRobot’s home robots are revolutionizing the way people clean – inside and out. More than 10 million home robots have been sold worldwide, and over 5,000 of the company’s defense & security robots have been delivered to researchers, military and civil defense forces across the globe. With two decades of leadership in the robot industry, iRobot remains committed to building robots that improve the quality of life and safety standards worldwide.

Problem

Supporting a growing staff is no small job. Often employees need help setting up their email or installing the software. Ideally, you want the employees to do it themselves by providing them with step-by-step instructions. That is exactly what we were looking for. To reduce service tickets and allow employees to self-service, we decided we need a dedicated knowledge base to provide step-by-step tutorials.

Solution

Companies often turn to their corporate wiki or Sharepoint site for their internal documentation. While these tools may be fine for some documentation, they make for an inadequate knowledge base. ProProfs provided us the ability to go beyond simple text-based pages. It allowed authors to create topics, embed video tutorials, attach screenshots, style typography, upload files, add links, and easily organize all the content by category.

We did not have to procure any other departments (training, IT, or tech writing) to help them set up ProProfs. They were able to sign up and have a branded knowledge base in minutes. ProProfs is also very easy to use. The WYSIWYG (what you see is what you get) editor makes it easy to write and publish content.

Our employees can also access the knowledge base from any device, including mobile phones and tablets. Powered by HTML5 and CSS3, ProProfs has made our Knowledge Base look and feel like a native app right in the mobile web browser, with nothing to download or install. The content can instantly be searched so employees can directly view specific topics they want to study. Our employees can quickly type in key phrases like “email install” and have relevant help articles instantly suggested.

Result

We could build a rich and beautiful knowledge base for our 1,000+ employee base. The topics are packed with video tutorials and screenshots, making it easy for readers to follow step-by-step instructions. It helped us guide our employees to learn a solution in a short amount of time. This reduced requests to our internal service desk.

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