Major installation guide improvements saved time and improved customer satisfaction
The installation guide for our core product at SaltStack received a lot of negative feedback for being difficult to use. It also took several hours to update manually every release cycle. Over 3 months, I collaborated with a team of technical writers and site reliability engineers to overhaul the installation guide. We focused on researching pain points with customers to improve the accuracy and usability of the core content. We also implemented a new theme and automated the CI/CD pipeline for package delivery and publishing. Our improvements had several positive results, including:
- Average end-user satisfaction scores immediately improved to 3.7 out of 5, up from 2.8 on average in previous surveys.
- The number of end-users giving the lowest satisfaction score possible dropped to zero.
- Estimated release cycle time reduction of 56-95 human resource hours. At 3 releases a year, this translates to a time savings of 285 hours annually, freeing up resources for other business initiatives.
Migrated 285 knowledge base articles in one month with no data loss
The Support team at SaltStack determined their knowledge base was not meeting internal business requirements and chose a different platform to reduce expenses. The project also needed to be executed quickly before our license expired. Using my previous experience participating in several major migration projects, I helped spearhead and execute a plan to migrate the company’s knowledge base articles to a new cost-saving platform. The results of these efforts were:
- 285 knowledge base articles were successfully migrated on time without any data loss in only one month.
- The new platform not only saved costs, but integrated well with existing support team processes.
- The Support team sponsored me for recognition as the “Saltiest Employee of the Month.”