Customer Case Studies

The Details

John was a Morphis Inc, customer. Morphics Inc. develops the ATM management software “MorphisCM”. John liked the software but there were some problems. He couldn’t train his people on how to use it. Morphis’ documentation and training materials were either non-existent or not useful. Morphis had done a series of webinars, but not all of his employees were able to remember how to use the software after the training. John even began creating his own documentation for MorphisCM.

John wasn’t alone.

Poor documentation meant unhappy customers and an over-stretched support staff. Something had to change.

What Wasn’t Working

Morphis makes heavy use of WebEx for sales and training presentations. The WebEx conferences worked great for the initial presentation. But they weren’t working so well as a training solution. People attending the online training sessions would learn at different speeds. Some would be bored because things were going too slowly while others were lost because they had been left behind. Morphis recorded the presentations so that customers could go back and view them later on. But nobody did. Nobody wanted to watch an hour long video to find the one detail they were forgetting.

ScreenSteps and ScreenSteps Live Change Everything

In early March, Morphis discovered ScreenSteps. After a quick look they decided that this was the answer to their problems. Initially they considered hiring someone else to create the ScreenSteps documentation for their product. But when they discovered how easy it was to create the lessons they just did it themselves. In a matter of weeks they were able to go from almost nothing in the way of visual training to nearly full product documentation. ScreenSteps Live let them instantly have a published site ready to go with all of that documentation.

Teaching Customers, Step by Step

Gary describes how they use ScreenSteps:

We use ScreenSteps to illustrate common tasks in our software. Sometimes it is a small singular task. Other times we will take them through a complete scenario. This is great for them to have because they can look at an individual task or the entire process just by scanning the document.

We also occasionally customize our software solutions for our clients. We are able to easily create custom ScreenSteps lessons for those individual clients. The result is that the documentation is matching exactly what they are seeing.

Our idea is that we will eventually have a group of universal ScreenSteps lessons for all of our clients and a group of custom ScreenSteps lessons that are tailored for each individual client.

Infinitely More Content

Morphis is creating more training documentation then ever. Gary explains why:

It is very simple to take any content that was created in Word and port it over to ScreenSteps. Once you have it in ScreenSteps it becomes much more clear and readable. We can also do ScreenSteps on the fly. If we have a user that is struggling with something we create a custom lesson just for that client and send it off to them.

Easing the Growing Pains

ScreenSteps and ScreenSteps Live aren’t just helping Morphis handle support calls. Prior to using ScreenSteps, Morphis' CTO would often have to attend their initial training presentations to talk the customer through how the final implementation would work. Not anymore.

“We were doing a training with a company. Our CTO had prepared a ScreenSteps document. I did the training because I had the ScreenSteps document to go by. When the CTO doesn't have to show up that's good.”

Gary continues:

"With ScreenSteps we can spread the burden of implementations to less skilled people. We can't hire someone who has the 10 years of intimate knowledge that we have. But, just like I could do an implementation using ScreenSteps, we will be able to make new people useful right away.”

Why ScreenSteps Live?

Couldn’t a lot of these benefits be found in just using ScreenSteps? Why does Morphis also use ScreenSteps Live? Gary explains why:

“We can publish the content instantly at the global, customer or individual level. It just makes the publishing so easy.”

Right now Morphis is in the process of setting up global manuals that contain lessons for all of their customers, and custom manuals that are specific to each customer. By creating reader accounts they are able to control what each customer will see when they login to Morphis, Inc.’s ScreenSteps Live account.

What Do the Customers Think?

Gary says that customer response has been fantastic. “They are saying, ‘Wow! This is great! Why didn’t you do this two years ago?”

What does John say?

“A+. All of my employees have access to their ScreenSteps lessons and we have no complaints at all about Morphis’ documentation.”

ScreenSteps and ScreenSteps Live means that Morphis can spend less time worrying about documentation. Their customers can spend less time trying to find answers to their questions. Everybody can spend more time getting things done.