Vodavi Communication - Discovery IP Voice-Over-Internet

Vodavi Communications had a problem. They had a successful product but the terms of sales included telephone support during regular business hours. There were no restrictions on who could purchase the product or on how those customers could use the telephone support.

As a result, Vodavi's telephone support staff were spending hours on the phone with a single customer. People were purchasing the phone system and getting installation contracts without any knowledge or experience with the product and calling tech support. Tech support had to walk each customer through the installation and configuration process.

I produced a certification program for Vodavi Communication so they could add a restriction to their terms of sale. Only certified end-users who had taken the course could purchase the phone system. I came up with the solution during my interview at Vodavi for the job.

The application was built on Macromedia Authorware. End-users applied for certification. They received a CD and a 3.5" floppy disk. The floppy disk was required to be in the floppy disk drive to use the training application. The disk recorded end-users progress and final exam score. They mailed the floppy disk back to Vodavi. Vodavi reviewed the contents of the disk, verified they completed the course and passed the exam, and added their contact information to a database of certified customers.

Once implemented, the training application performed as desired and reduced the number of exceedingly long support calls.