Eproval: Customer Onboarding, Training, and Product Demo Videos and Documentation
“These videos are a huge step forward and I feel we are pushing above our weight regarding our size and scale. I believe the consistent and standard approach will help speed up CS discussions and expectations.”
-Jonathan Thompson, Managing Director, Eproval
Eproval is a GovTech company specializing in Special Event and Film Permitting software. Trusted by cities and agencies across North America, Eproval transforms way cities manage special event and film permitting by streamlining processes and enhancing cross-departmental coordination.
Challenge:
With a rapidly growing customer base, Eproval found themselves in a spot many companies can relate to: customers were demanding more content to help them learn and adopt the features Eproval provides. However, resource constraints made it virtually impossible to deliver and keep up. And they lacked the employee skill set to create what customers wanted most: videos.
Solution:
Working closely with the leadership team, I created over 25 videos (and counting!) that covered Customer Onboarding, Customer Training, and Product Demos (sales support). I also created 3 different User Guides - one for each user group - and an extensive glossary. While much of the content is proprietary, I do have permission to share some of the more public-facing videos I produced.
Results:
Reduced training time for new customers
Participants show higher confidence in their ability to use the platform
Support questions shifted from basic "how do I" questions to more complex, advanced topics
Eproval: The Permitting Experience, Transformed
This video provides an overall demonstration of the product so you can see it in action and understand the key features and benefits.
Eproval Reviewer Experience
A more detailed look at the application review process in Eproval, demonstrating how Eproval helps to make that process faster, easier, and more efficient for everyone involved.
Eproval Applicant Experience
A more detailed look at the application process in Eproval, that shows how the design ensures the applicant can easily complete the application, add necessary documents, communicate with staff, and ensure that all necessary information is supplied easily and efficiently.