Case Study: Advanced Technology Services reduces support tickets and boosts knowledge base usage with ScreenSteps

ATS Self-Served Over 8,000 Employee Questions In A Year

Advanced Technology Services (ATS), a technical maintenance company with 2,900 global employees, faced a significant challenge during a multimillion-dollar software rollout. They lacked a centralized, accessible knowledge base for their dispersed workforce, leading to an over-reliance on email support and complex, hard-to-manage documentation in tools like SharePoint. To solve this, they turned to the ScreenSteps knowledge ops platform.

ScreenSteps provided ATS with a centralized knowledge base featuring rapid authoring tools and robust search functionality. The solution allowed for easy content updates, such as quickly swapping out screenshots when the software changed. The results were a measurable drop in support emails and a steady monthly increase in knowledge base usage, empowering employees to find their own answers with minimal administrative overhead for the ATS team.

Advanced Technology Services

David Overturf

Business Systems Manager