New Solution Delivers Transformational Change to Customer Support

ScreenSteps from Blue Mango Learning Systems Drives Down Customer Support Costs and Improves Quality and Customer Satisfaction

McLean, VA, April 23, 2009 — Blue Mango Learning Systems, a leading provider of innovative, low-cost customer support solutions, today announced the General Availability of ScreenSteps Desktop 2.5, the most effective solution for quickly and easily creating tutorials and guides that decrease customer support requests. ScreenSteps 2.5 is the content creation and editing module of the ScreenSteps Support Suite, which significantly expands the ability for customer support staff to collaborate on and publish entire support manuals and publications.

Transformational New Approaches to an Old Problem

Blue Mango Learning Systems started with the premise that business processes in most customer support functions had not fundamentally changed in decades. A customer calls in with an issue and the technician has to find and deliver content to solve the issue. Content was locked up in rigidly organized documentation and help systems that were difficult to decipher and out of date. ScreenSteps enables customer support staff to identify the issue, quickly assemble and annotate content to answer the question and then reuse that content in the future–all in a fraction of the time and effort usually required to solve customer support cases.

ScreenSteps Version 2.5

Version 2.5 introduced a number of tools and enhancements that customers have requested to expand the annotation and publishing capabilities of the solution. Version 2.5 also extends seamless integration with ScreenSteps Live, the hosted publishing and distribution component of the suite. While it was remarkably easy to create, edit and publish individual lessons in ScreenSteps 2.0, customers have been asking for more powerful solutions for assembling complete manuals on the fly. "Customers are able to see near instant results by taking advantage of this complete solution. “I was linking people to lessons on day one”, said Todd Gilbert, Product Manager, Second Street Media. “Even when I was using a trial version of ScreenSteps, I felt comfortable enough with the software and product that I sent out links to the tutorials I was creating immediately. As a result, our customer support requests have dropped significantly.”

“Our rapidly growing customer base is focused on using the best tools and solutions to more efficiently respond to customer needs”, said Greg DeVore, Co-founder, Blue Mango Learning Systems. “This economy has provided a perfect storm that is accelerating adoption of ScreenSteps. Companies need to cut costs and Customer Support is often an organization that is targeted because it does not produce revenue. At the same time, in this rapidly evolving world of real-time solutions, blogging and social media, organizational missteps in customer satisfaction are immediately amplified across the web. We help organizations improve the quality of their support operations, while reducing the required expenditures.”

ScreenSteps Support Suite

ScreenSteps Desktop is the content creation and editing module of the ScreenSteps Support Suite. With ScreenSteps Desktop and ScreenSteps Live, the hosted publishing, distribution and collaboration component of the ScreenSteps Support Suite, customers finally have a tool that can deliver an end to end solution for content creation, publishing, delivery and collaboration. In a very short period of time, the author collects and annotates the content, publishes and distributes it to the recipient(s). The content is automatically added to a repository where other customers can access it in the future. And most importantly, authors can update the content on the fly, without having to re-build content from scratch. “Two weeks ago, I was very concerned about how to get our support issues under control”, said Tom Molloy, DVM, Partner, VetPort. “I couldn’t see how we were going to support our product in a cost effective manner. Now I can see the light at the end of the tunnel. ScreenSteps has become such an important part of our solution that we are now using it to help improve the logic in VetPort. The step by step method has been really revealing to our team. It forces us to evaluate our software from the point of view of the user. I’m really glad I made that call.”

Prior to implementing ScreenSteps, Morphis, Inc. had no formal process in place for rapidly responding to customer support requests that did not fit into a pre-structured set of content and FAQs. The staff was not able to stay ahead of its customer base, whose questions became increasingly detailed and complex as customer expertise increased. Typical turnaround times for updating documentation meant that the company was always trying to answer yesterday’s questions. “We had to find a way to change our model and stop trying to play catch up all the time”, said Gary Faulkner, Chief Marketing Officer, Morphis, Inc. As Morphis began to roll out ScreenSteps and observe how it was being used, it became clear that the solution enabled rapid content creation by the support staff. This in turn had a direct and positive impact on customer satisfaction, because issues were resolved quickly and easily. Gary says response has been fantastic. “Our customers are saying, ‘Wow! This is great! Why didn’t you do this two years ago?”

Money and Resource Savings

How does the ScreenSteps Support Suite save money for an organization? Support organizations are able to see dramatic decreases in their support requests without investing a lot of time, money or effort in creating the support materials. "With ScreenSteps 2.5 we have focused on enabling our customers to realize instant benefits from using the ScreenSteps Support Suite, continues Greg DeVore. “They no longer have to worry about ‘completing’ all of their support materials before launching their support site. They instantly create a block of material, send that out to their customers and free up time that would otherwise be spent writing lengthy emails. They immediately see a drop in customer support requests thus freeing additional time to add to and enhance the support materials they are providing with ScreenSteps Live.”

Pricing and Availability

ScreenSteps 2.5 is available immediately. Blue Mango Learning Systems offers a free, no-obligation 30-day trial on both the ScreenSteps 2.5 Desktop application ScreenSteps Live hosted service. Pricing for ScreenSteps Desktop starts as low as $39.95 for a single license. Future customers can download a free trial at http://www.screensteps.com.