Produce Support Case Study


Rain Bird Corporation was receiving large numbers of technical support calls for a line of irrigation timers. In addition, customers were returning timers as “defective,” although the units were functioning correctly.


We worked with Rain Bird to analyze the product, its documentation, and the types of questions asked by hotline callers. We re-wrote the product manual, including clear line drawings of the controller faceplate keyed to step-by-step instructions.


Both hotline calls and warranty returns decreased substantially. Rain Bird adopted the manual format for all its controller products. This style of manual has since become the industry standard, used by several manufacturers.