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GSE knowledgebase implementation

About GSE

Based in Allen Park, Michigan, GSE Scale Systems is a manufacturer of programmable weight indicators and scales. As an application engineer for GSE, one of my main responsibilities was finding reliable, timely information for our customers for the GSE products.

Challenge

My team, Application Engineering, spent much of their time tracking down manuals and answers to simple questions, and did not have a lot of time left over to really engage with the customers about what our products really could do.

I was challenged with finding an online knowledgebase/FAQ type product that would serve not only our company's needs, but most importantly our users' needs. My roles were researching vendor software, recommending the software, coordinating the implementation of the software, writing articles and training the GSE staff and distributors.

Process

• Researching and selecting the software
• Software setup and customization
• Training the staff and distributors
• Populating the knowledgebase

Outcome

The customers welcomed having a 24/7 source for GSE information. They could get the basic information online, and we could spend our time engaging with the customers on more in depth questions, ultimately helping them use and engage more with our products, as well as purchasing more. From the website statistics I witnessed the number of users and articles grow continuously through my time at GSE.