Simon Anstey will be speaking at TCUK16 on “Eliminating Support Tickets”.
Organizations can be oblivious to the business value of good documentation, and thus overlook its strategic importance. That’s a missed opportunity – and frustrating for us. To change things, we need to show what the value added is. But that’s not easy to quantify.
Our team looked for – and found – a way to improve things. We began collaborating with customer support to improve the documentation for some critical products. This stemmed the flow of support tickets. We estimated the resultant cost savings – and started gaining management’s interest.
This presentation is for writers and managers who would like to evince similar changes.
About Simon Anstey
Simon Anstey leads a team of 25 tech writers at SAP, the world’s largest provider of enterprise application software. The team provides user assistance for 60 country versions of the software.
Simon believes that a collaborative approach to software and user-assistance development benefits customers, employees and profitability, and is currently working with SAP’s support teams to eliminate support tickets through better user assistance.
Simon studied German at Manchester. He has been working in user assistance at SAP in Germany for 22 years, the last 12 in management. In his spare time, he’s an oboist and loves gardening.