Before adopting Knowby, M2 Overland faced several key challenges:

Health and Safety Risks: “If we were providing only written instructions, we've got a fair idea that things wouldn't be getting done as they should be and that would then prove to be a risk to the public or our clients that are purchasing systems.” Nick Langan, General Manager, M2 Overland

Time-Intensive Documentation: Preparing detailed written instructions, particularly for different models and configurations, took months of effort.

Staff Training & Consistency: Training both internal teams and external resellers required continuous attention to ensure quality control, especially given staff turnover.

Customer Satisfaction: M2 Overland needed a more efficient way to address after-sales issues and maintain high customer satisfaction.

"The platform allows us to create and share step-by-step video instructions via QR codes, ensuring consistency and ease of use for staff, resellers, and customers alike. With Knowby, we can streamline both internal and external training. 

The cost of Knowby is very, very affordable, especially when you look at the rest of the subscriptions and the cost that we're paying monthly, the value that we get out of the back end of Knowby as a company from our procedures and administration right through to after sales and the invoices that we pay at the end of the month, it's next to nothing compared to what we've what we're doing in other areas." 

Ensures Knowledge Retention:
"Knowby has helped us to train our staff and train our resellers and ensure that standards are upheld even with staffing changes externally and internally."

Increase in Employee Engagement:
"We find that we get a lot more engagement and procedures actually being followed rather than providing our staff with a written set of instructions. They scan a QR code, they click a link, they go straight to loop videos that show them how to carry out the procedure" 

“Before we discovered the Knowby instructions platform, we used a lot of traditional filming and editing tools.

With that old system, the first set of instructions that we put together to install a trace system took around about 2 1/2 months. There was a lot of work in Inventor and Adobe Creative to ensure that we had a clear set of written instructions that had diagrams and wireframe drawings to ensure that a tray system was installed correctly on the back of a double cab ute.

Now this took a long time to put together and it was only to work on one particular style of ute, one length of ute and was very limited in adapting it to use in different systems moving forward.

The same instruction set with Knowby took us around about 8 hours to put together and narrate and cut the video so that is a good example of how efficient and easy to use Knowby is for people that aren't too tech savvy as well, but they understand the processes and the procedures that need to be documented." 

“Knowby has really, really helped out the  customer satisfaction side of things.

We use Knowby in after sales and we make sure that if there is something that we need to do in after sales with a customer that we'll document it in Knowby and we'll send out a video based instruction for them on how to rectify an issue in the market.

Now this is always always received very well by our customers. A lot of them aren't expecting that level of service and it doesn't take us long to achieve that and provide that and it means that we get customers coming back to us."