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

"With ScreenSteps, we can see a lot more people are viewing the knowledge base, and the usage is growing each month. We are seeing a drop in the number of questions we are being asked."

David Overturf
Business Systems Manager, Advanced Technology Services

The Company

Advanced Technology Services

Advanced Technology Services (ATS) is a full-service technical maintenance company. With 2,900 global employees and four locations across three countries, the need for standardized and efficient training and operations is critical to their success.

The Challenge

New software rollout without any centralized knowledge

David Overturf, the Business Systems Manager, was tasked with overseeing a multi-million dollar implementation project. With employees spread across the country, he needed an efficient way to provide software training and make documentation accessible.

Initially, David’s team relied on existing tools like Office 365 and SharePoint, but these systems quickly became a challenge. The complexity of managing documentation in these platforms made it nearly impossible to ensure consistency, and there was no way to track how employees were using the resources. David also realized keeping these resources up-to-date would be a major headache before long.

David needed a solution that could centralize knowledge, simplify documentation updates, and offer visibility into user engagement.

The Solution

Implementing the ScreenSteps knowledge ops platform

To address these challenges, David's team turned to ScreenSteps’ knowledge ops platform. The platform’s rapid authoring tools allowed them to easily create, organize, and update training materials.

What particularly impressed David was the simplicity of updating content—when an interface changed, he could quickly swap out old screenshots with new ones without having to rebuild entire documents. This streamlined process made it easier to manage training materials at scale.

Additionally, ScreenSteps’ robust search functionality enabled employees to quickly find answers to their questions by typing in keywords. With the ability to structure documentation into chapters and categories and a search function that employees could rely on, ScreenSteps provided the centralized knowledge base David had been looking for.

"What really sold us on making the transition to ScreenSteps was that I can go right back to where I took the original screenshot and swap out the old with the new screenshots. It works very well."

David Overtuf
Business Systems Manager, Advanced Technology Services

The Results

Improved access, reduced support queries, and a successful launch

Since implementing ScreenSteps, David’s team has seen a significant reduction in support emails and a steady increase in knowledge base usage. The ability to track user engagement gave them the insight they previously lacked.

Instead of relying on the help desk, employees were now using the knowledge base as their go-to resource, with usage growing each month. This measurable improvement allowed David to confirm that his team was moving in the right direction.

Additionally, the simplicity of managing the platform surprised David—unlike other systems that require dedicated administrators, ScreenSteps required minimal overhead. With ScreenSteps, David’s team was able to roll out the knowledge base quickly, reducing the administrative burden and ensuring employees had instant access to the information they needed without additional complexity.

"You could spend the upfront cost for the average knowledge base and content management system, plus put together the project that needs to be in place to do the implementation… OR you could buy ScreenSteps and be up and running in a matter of hours."

David Overturf
Business Systems Manager, Advanced Technology Services