How We
Serve You


"The amount of support calls have dropped dramatically since we have your new manual in the field". - Product Manager - DSP Technology . . . . . . . . . . . . "Your procedures and training allows us to use lower cost technical people for product bring-up and final test". - Dir. of Manufacturing (Iomega ZIP line) - Phase Metrics . . . . . . . . . . . . "The previous (in-house produced) manual was an embarrassment - this new manual is the quality that this product and our users deserve". - Project Manager - Diasonics . . . . . . . . . . . . "This material is powerful sales information - it is very useful to our sales force". - Marketing Manager - DSP Technology . . . . . . . . . . . . "I am amazed at how few changes I have to make in the drafts". Clinical App. Specialist - VingMed . . . . . . . . . . . . "I have worked with a lot of technical writers before, but none like you. You save me so much time, and put out much better quality writing than we could do ourselves". - Dir. of Engineering - Helios Inc. . . . . . . . . . . . . "The quality of your manual assures us that we will get excellent support from you". - comment from a new customer of one of our clients . . . . . . . . . . . . "You have a unique ability to calibrate to the audience in a way that is not intrusive or intimidating, and adjust the presentation and material in a professional manner. You project enthusiasm, which is reflected in the trainee's interest, absorption, and retention". - Applications Manager - Phase Metrics . . . . . . . . . . . . "Your method of interviewing brings out the important details. You have proven that you can deliver quality materials in a very short time frame". - Senior Systems Engineer - Boston Scientific . . . . . . . . . . . . "Your contribution has been extremely significant in establishing the credibility of Helios to our customers". - President - Helios Inc. . . . . . . . . . . . .

Click an area of concern below and find out everything you need to know:

Our Focus is Providing Cost-effective Solutions for Small and Mid-size Northern California Companies.

Technical Writing

Demanding Biomedical Products are our Specialty!

Free evaluation of your materials for conformance with CE and FDA requirements.

We create an excellent total user information experience.

Our Technical Writing Solutions:

  • Buyer's Guides
  • Marketing Materials
  • Quick Reference Guides
  • Solutions Cards
  • User Guides
  • Online Help files
  • Online Documents
  • Web Pages
  • Site Survey and Site Preparation Guides
  • Installation Guides
  • Installation/First Use Reports
  • Service Manuals (a specialty)
  • Service Bulletins
  • Engineering and Programming Manuals
  • Test and Adjustment Procedures (development and writing)
  • Customer Acceptance Tests
  • Performance Verification Tests (QA)
  • Module and System Specifications
  • Process Documents
  • Policy/Procedure Handbooks
  • White Papers
  • Articles
  • Brochures
  • Product Data Sheets
  • Press Releases
  • Presentations
  • Training Packages

SPECIFICATION DEVELOPMENT
AND MANAGEMENT

Need help creating - and then managing specification development, implementation, verification, and validation?

We'll do it ALL for you!

IBM did an extensive study on what its users want from technical writing. The results showed that they want information that is:

  • Easy to Find
  • Easy to Understand
  • Task-Sufficient

That's what we do for you - technical writing that is:

  • organized and packaged to make the information they need super easy to locate!
  • written to the user's level and needs, taking complex information and making it easily understood.
  • comprehensive to the task, not inundating the reader with nice to know but nonessential information.

This chart shows the elements that make up a good user information package:


The Bottom Line:

  • We create an excellent total user information experience.
  • We do it for less.
  • We treat you right.
  • We Guarantee it!

Don't Wait! - just click Get Info below or the Contact tab above, and we will prove it!

A Plus Services
888-883-2362

Serving California Businesses since 1978



Product Support
Customer Support

Our Focus is Providing Cost-effective Solutions for Small and Mid-size Companies.

Stop firefighting! It takes a carefully crafted approach to slash your Customer Support Workload AND boost Customer Satisfaction:

1 - Reveal

2 - Create

3 - Apply

Discover the Symptoms

In the first step, we help you reveal the symptoms of the problems causing your excessive Customer Support Workload AND sagging Customer Satisfaction.

Customer support can quickly deteriorate into firefighting - which only addresses symptoms - not the root problems. We can survey your users and your support staff to reveal the symptoms first –because often they aren't even aware of the root problems. Some examples of symptoms are:

  • · Excessive new installation issues
  • · Difficult product learning curve
  • · Unrealistic expectations
  • · Dissatisfaction with product results
  • · Frustration with the product
  • · Dissatisfaction with uptime / reliability
  • · Frustration with support
  • · Etc etc etc

All of these symptoms - and many others - lead to your excessive and burdensome Customer Support Load that is eating up your time, resulting in high support costs - and worst of all - dissatisfied customers. The customers that should be your best asset to leverage increased sales and revenue become just the opposite! It's at least ten times harder to get a new customer than to satisfy your existing customers - so let's deal with it!

Once the symptoms are identified and prioritized, we then expand the discovery process to reveal the root problems causing those symptoms. Each of the symptoms above are caused by underlying root problems - problems that can be effectively addressed and resolved. Some examples of the symptoms mentioned above and their root problems are:

  • Excessive new installation problems - inadequate final test, insufficient packaging, improper installation instructions and training, improper site preparation

  • Difficult product learning curve - training insufficient, user guide inadequate, user interface poor

  • Unrealistic expectations - unclear marketing literature, misinformed sales staff, training inadequate

  • Dissatisfaction with product results - improper or inappropriate application, poor or inappropriate training, inadequate user guide

  • Frustration with product - training inadequacy, insufficient user information, poor usability, poor design

  • Dissatisfaction with uptime / reliability - improper or inappropriate usage, inadequate preventive maintenance, power or environmental issues, poor build quality, design shortcomings

  • Frustration with support - no automated source of answers, no in-hand source of solutions to known issues, support staff in need of situation management training, inadequate problem escalation plan, staff needs technical training.

Create the Solutions

Once the root problems causing your excessive Customer Support Workload AND sagging Customer Satisfaction are identified, we create the solutions for the problems. Here are some examples of solutions that address the problems above:

  • Excessive new installation problems - create an enhanced final test procedure that addresses user problems, revise packaging, provide improved installation instructions, create checklist/training/video, develop pre-installation site survey and preparation guide.

  • Difficult product learning curve - improve user guide, enhance training, revise user interface, etc

  • Unrealistic expectations - revise marketing literature, train sales staff, provide video, revise product.

  • Dissatisfaction with product results - provide comprehensive application-specific instructions and training, broaden user guide coverage

  • Frustration with product - enhance training / videos, improve user guide, provide "Solution Sheets", create Application Notes, improve product build quality, improve usability, improve product design.

  • Dissatisfaction with uptime / reliability - site visits to ensure proper and or appropriate usage, provide preventive maintenance procedure/checklist, schedule preventive checks, create a power and environmental checklist and procedure, improve build instructions/training/final test.

  • Frustration with support - slash the needs for support (see items above) so only new and unique problems require intervention, create an automated but private on-line source of quick answers, create timely "Solution Guides" for typical issues, train support staff in situation management, create a comprehensive problem escalation plan - with a feedback loop, provide technical/product training for support staff

Apply Solutions

As each solution is developed, it is documented so that all involved are informed and enabled to facilitate it.

Each solution goes through a limited pilot introduction phase where it is tested and modified if necessary.

A key factor to reducing your Customer Support Workload AND boosting Customer Satisfaction is to provide customer self-help solutions. Your customers would always rather have quick in-hand or on-line solutions available to them 24-7 than calling you for assistance - so a high priority is placed on providing just that - a set of self-help solutions to support your valued customers - automatically.

This can be optionally structured so that your customers benefit from using these solutions first before placing a call for support.


Some of Our Clients

Boston Scientific, Phase Metrics, Diasonics/Vingmed, Fujitsu America, Matrix Instruments, Seagate, Siemens, Xerox-Versatec, DigiRad, DSP Technology, Nicolet, Physiometrix, Biomedical Measurement Systems Inc. (BMSI), Helios, SCI/Pentron, Cyberware, Tektronix, ProSys, Spectral Dynamics, etc.

The bottom line is that it's a certainty...!

You WILL experience increased support workload and expenses - whether from problem products - or from fantastically successful sales! Regardless of which of these increase your support workload, you need a solution, and we have it!

A Sampler of Products We've Covered...

  • Biomedical
  • Computer
  • Test Equipment
  • Laser Cameras
  • Video Systems
  • Ultrasound
  • Disk Drives
  • Servo Track Writers
  • Certifiers
  • Oscilloscopes
  • Signal Generators
  • Tape Drives
  • Multi-format Cameras
  • Laser Film Digitizers
  • Digital Radiography
  • Custom Test Equipment
  • Automotive Test Equipment
  • EEG Recorders
  • Data Acquisition Systems (DAS)
  • Printers
  • Power Conditioning/UPS
  • Terminals, Workstations
  • Semiconductor Manufacturing Equipment

... and others

The Bottom Line:

  • We create an excellent and efficient customer support experience.
  • We save you money.
  • We save you time.
  • We Guarantee it!

Don't Wait! - just click Get Info below or the Contact tab above, and we will prove it!

Be sure to request a copy of our free
Customer Support Evaluation Checklist.

A Plus Services
888-883-2362

Serving California Businesses since 1978



Training

Whether you need an e-learning program, a training package for your staff to administer, or classroom training, we'll provide all you need.

Our Focus is Providing Cost-effective Solutions for Small and Mid-size Companies.

What Do Your Users Really Need in Your Training?

Do you really know?

A Task Analysis

Before we start developing any training program, we do a thorough Task Analysis to determine exactly what your target trainee needs to know and do in order to perform the designated task effectively, efficiently, and most of all - safely.

A Trainee Analysis

Then we do a thorough Trainee Analysis to determine what skills and knowledge already exist - and what the training must provide. This also helps you to ensure that the right people are selected for training - ones that are qualified to perform the task.


You'd be amazed at how many training programs exclude one or more of these key steps and end up with ineffective time-wasting money-wasting training programs!

Develop the Program

Once these key factors are determined, the program is developed - typically in this manner:

  • Define the training content
  • Select the optimal presentation media
  • Create the courses
  • Create the curriculum
  • Develop the training material
  • Run a pilot program
  • Evaluate the results
  • Complete the program

The result is training that:

  • is organized and packaged to optimize the learning experience.
  • is written to the user's level and task requirements, taking complex information and making it easily understood.
  • is comprehensive to the task, and does not inundate the learner with nice to know - but nonessential - information.
  • ensures the learner feels confident that they are equipped to perform the task with expertise - that they feel well trained!
  • provides materials the learner will use to perform the task

The Bottom Line:

  • We create an excellent total training experience.
  • We do it for less.
  • We treat you right.
  • We Guarantee it!

Don't Wait! - just click Get Info below or the Contact tab above, and we will prove it!

A Plus Services
888-883-2362

Serving California Businesses since 1978



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