Thercon Cuts Support Time by 66%

Challenges: Improving Installer Training and Support

Thercon faced several operational challenges that made it difficult to efficiently train and support their growing network of installers and technicians. Specifically:

1. Lengthy Training Sessions: With over 250 installers and technicians, training sessions were time-consuming and required significant in-person efforts. This delayed onboarding and limited scalability.
2. Inefficient Support Calls: Support calls often lasted up to 15 minutes, as technicians needed additional guidance on complex tasks, reducing overall efficiency.
3. Content Management: Updating instructional content for new products and services was slow and cumbersome, making it difficult to ensure technicians had the latest information.

Joint Strategy with Thercon

To address these challenges, Thercon collaborated with Manual.to to create an effective solution:

• Efficient Video-Based Training: Together, they implemented a video-based training platform, creating detailed multilingual instructional videos. This enabled installers and technicians to access standardized training content, quickly and easily.
• Reduced Support Call Times: The instructional videos, accessible via mobile devices in real time, provided step-by-step guidance, significantly reducing the need for lengthy support calls.
• Streamlined Content Creation: Manual.to allowed Thercon to quickly create and update instructional content, cutting down video creation time to just 1.5 hours per video, ensuring all materials were up-to-date and accessible across their network.