LightPointe - Free Space Optical Communications Systems

Situation

LightPointe is a pioneer in the Free Space Optics market, developing systems that transmit and receive high volume data over laser beams to remote locations. Their systems avoid the high cost of land-line construction, instead using a laser to send data between points in a network. As a young company, LightPointe did not have the internal resources to develop the large volume of Installation and Operation Manuals, Training Programs and other resources needed to support their third party installation teams.

Actions

We developed Installation and Operation Manuals for LightPointe's full product line, from content to illustration and layout. We developed a generic format that could be used for their full set of transceiver platforms, as well as for their growing base of OEM/private label customers. We also created a 2-day Installation and Configuration workshop for their third party installation teams, which was then taught in the field by LightPointe regional staff.

To relieve the "basic information" requirements load on their inside and field based support staff, we designed and implemented a Support Knowledgebase. This intelligent system grows as customers use it, learning which questions and topics are most often requested by the field staff and customer technicians logging onto the site.