Until last year, the only way for the training team at American Power Conversion Corp. (APC) in West Kingston, R.I., to communicate maintenance and procedural changes to field service engineers was to send out lengthy, text-based technical information bulletins.
"The text bulletins would outline the problem, tell our engineers how to fix it while at a client site, and provide step-by-step instructions regarding how to actually perform the fix in the field," says Ronda Vye, director of training, North America, at APC.