Efficient Business Integrators Knowledge Base / Support Website

Efficient Business Integrators is a company who specializes in providing technical support to owners of barcode scanning software and hardware. They needed a knowledge base and support ticket system to replace their existing outsourced solution in order to improve efficiency and decrease operating costs.

I first helped them with a series of interviews and documentation to establish their long-term business goals, to define measurable business needs based upon those goals and to develop a list of specific software requirements to meet those goals.   I then evaluated over 60 different software vendors providing specific pieces of the overall solution. The result is a website which supports the business goals and day-to-day business operations.

Specific high-level features include:

  • A completely mobile-friendly website.
  • A searchable knowledge base of technical support articles including photos, file attachments, videos, embedded PDFs and related articles.
  • Access control to articles based upon user role (public, paying customer, non-paying customer, employees)
  • A support ticket system.
  • Group messaging capabilities based upon user role and custom user attributes.
  • Integration with MailChimp for mass messaging campaigns.

See http://support.efficientbi.com to view the live website.

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