LightPointe manufactured Free Space Optics systems.
These high speed laser-based transmission systems are used to move
vast amounts of data through the air, avoiding the expense and
time costs of dedicated optical or copper-based land lines.
This is new technology, and network designers
had significant needs for information about how to apply it to
their unique data communication requirements.
LightPointe staff were hearing the same questions
again and again, and needed a way to get basic information out
to their potential customers and current users.
Using an off-the-shelf knowledgebase development solution,
we worked with LightPointe Field and Technical Support staff to
identify those concepts that were most difficult to understand,
and those that were most commonly asked.
This information was placed in an intelligent
knowledgebase system that adapted to the frequency and content
of user questions, bringing the most sought after information to
the top of this multidimensional system.
As CareFusion (formerly Alaris and Cardinal Health)
developed increasingly powerful intelligent infusion systems for
clients, the requirements
implementation and support of these systems changed. Each quantum
leap in software capability ripples through the company's support
and installation infrastructure, and affects multiple departments
in their hospital customer's facilities.
In focused meetings with stakeholders from Marketing,
Support, and Field Service, we developed a series of process maps
to define the requirements for implementing the new software, and
the accountable groups within the company or its customers for
each required action. We also defined the training, documentation,
and other tools necessary for them to complete their new tasks.