CreditCall’s existing guide was created in-house and was not meeting expectations. Potential customers were confused about the benefits of the ChipDNA API and how to get up and running quickly. Support calls were increasing and sales were being missed.
I first helped CreditCall to determine appropriate objectives and developed the project plan. Once this was accepted I:
- overhauled the guide to improve structure, clarity and flow
- added helpful sections such as ‘quick start’ and ‘troubleshooting’
- managed reviews to ensure content was accurate and relevant throughout
- delivered the final version on time and to plan, in parallel with the latest software release
The new guide led to a sharp drop in questions from users and prospective buyers, cutting support costs and boosting sales dramatically. The return on investment quickly proved to be far in excess of my fees.
The full document with API details is subject to a non-disclosure agreement, but I present pages 1 to 9 here with kind permission from CreditCall Limited.
As part of further work for CreditCall I have since updated this guide further. There are now versions to cover both Linux and Windows operating systems, and new styling to match CreditCall’s branding changes.
We decided that we needed to improve and update the documentation for one of our key products, and we posted a request for assistance on the ISTC forum. Eric was one of many respondents, and as we liked his writing style we chose to pursue it further and invite him in for a meeting.
Eric presented himself professionally, was understanding of our requirements and clearly very capable. Further proof of Eric’s attention to detail and quality of work was obtained from his documentation proposal, which we found to be both detailed and acceptable. These steps helped allay our fears and kick off the project.
The project started promptly, and with further meetings to provide clarification of technical detail. Eric communicated well with us, providing regular updates. All deadlines were met, and he provided a result we are pleased with and which will form the basis for continual improvements as our product evolves. Hopefully we will have the opportunity to use Eric for these improvements, and other projects.
Dr. Nigel Jewell, Creditcall Ltd