Skip to main content

Alkira Enhances Customer Experience by 16% Through a Revamp of Its Cloud User Manual

Guide Preview

The cloud market is the hot spot of this new era. According to renowned resources such as McKinsey, the value of cloud computing was estimated to be $1 trillion in 2021. Just a year later in 2022, this value was projected to rise to $3 trillion. This significant value is essentially 'up for grabs' by companies that are leveraging their digital assets to the fullest extent.

Alkira is one of the potential B2B SaaS companies that allows businesses to effortlessly build and manage their own bespoke cloud network. Due to the nature of their services, the clients have to understand how that platform works, and how it can be leveraged according to their needs.

Understanding Alkira’s Technical Document was Like Solving a Demanding Equation

Alkira’s technical documentation is an essential part of the equation. It is one of the most important tools which forms the basis of all customer interactions.

Alkira’s goal was to enable its clients:

  • Efficiently deploy their cloud services through its platform.
  • Tackle issues such as errors, delays and bugs on their own.
Guide Preview

In short, the customer journey from beginning to end was to be as seamless as possible. However, one of the biggest issues with Alkira’s technical guide was that it was filled with complex jargon. Understanding it proved to be no less than solving a demanding equation.

From Complex Mathematical Equation to an Easily Understandable User Guide

Making technical documentation easy to understand wasn’t a simple task. It required a multi-step and multi-layered approach. The first part of it included an understanding of the customer journey.

By creating tailored technical documentation and utilizing walkthroughs, visual aids, and maintenance, Xgrid simplified the deployment of Alkira's cloud services.

The results speak for themselves:

  • Improved customer satisfaction with Alkira's solutions.
  • Increased productivity by freeing up resources to focus on product. development and innovation.
  • Better resource allocation, leading to reduced costs.
  • Improved collaboration between Alkira and Xgrid for a streamlined and effective documentation process.
  • Positive feedback from customers on the improved clarity, accessibility, and usefulness of the technical documentation.
Digital Marketing Strategy

25% reduction in customer queries

16% increase in customer satisfaction

Reduced time spent on document reviews

Reduction in total cost of ownership by 10%

Tools from Our Arsenal

The Magical, Multi-Layered Approach to Creating an Engaging Technical Documentation

Through our collaborative approach, we created technical documentation that truly catered to the needs of Alkira's customers. This method proved highly effective in proactively addressing the cloud networking challenges faced by Alkira's clients, greatly improving their experience. The entire journey involved continuous improvement, and integration of vital feedback. The end result was worth all the effort.

  • Recurring Walkthroughs: Ensuring Up-to-Date and Effective Technical Documentation

To ensure that our documentation remained up-to-date and effective, we held recurring product walkthroughs and discussions with Alkira’s experts. During these sessions, we received valuable feedback on accuracy, clarity, and ease of use, which helped us to meet and exceed industry standards.

  • Visual Aids Development: A Touch of Artistry to Technical Documentation

We also collaborated with Alkira to develop stunning visual aids, including diagrams and screenshots, that made complex technical concepts easy to comprehend. These visuals transformed the documentation from a complex manual to a captivating user guide, All it took was a clever integration of visual play and graphics.

  • HTML Conversion: Making Technical Documentation Easily Accessible

To make our documentation easily accessible, we converted it to HTML, a widely used format for web-based content. This allowed Alkira’s customers to access the documentation from anywhere and on any device, giving a new edge to connectivity.

  • Doc Repository Maintenance: Ensuring the Best Technical Documentation Available

Through it all, Xgrid managed Alkira’s Git repository, ensuring that the documentation was always up-to-date and easily accessible. We listened to Alkira’s users, addressing their feedback and issues with the utmost care and attention, ensuring that Alkira’s cloud platform remained consistent and their clients happy.

Hear What Our Loyal Customer Has to Say

"Throughout our collaboration to enhance our customer-facing documentation, Xgrid has consistently demonstrated professionalism and dependability. I have been genuinely impressed by their responsiveness to our feedback, as they have made concerted efforts to address any concerns or questions we've had along the way."