For a multi-national software development company, we have provided content engineering and maintenance services, and helped with the Agile transformation of documentation processes. Product documentation is currently state-of-the-art both in terms of processes and tooling.
We helped top management to recognize that marketing, sales, and support content was completely disconnected from product documentation. Potential buyers, existing customers, and internal support were exposed to different terminologies, non-searchable and often stale content.
Through our solutions, we are helping to establish the necessary connections and adjust the processes for product documentation to be used as a core for content development in other business functions.
As a result, content experience from pre-purchase to active customers is more harmonized. CX and sales are improved.
Having disparate information formats, processes, and delivery locations was a problem shared by many of our multinational clients following their organic or acquisition-based growth. In many cases, the lack of resources made the full consolidation of processes and tools impossible.
We helped our clients to implement unified Content Delivery Portals, allowing them not only to combine all deliverables on a single portal with a unified look and feel within a matter of weeks, but also to enable metadata- and taxonomy-based searchability, publishing automation, and access to formerly unattainable metrics on what users read and searched for.
During the few weeks of an implementation project, we worked hand-in-hand with our client’s technical publications team, helping them to fine-tune the new portal to their needs and educating them on how to manage it independently.
Post-implementation feedback always included significant time reduction for content delivery as well as elevated user satisfaction through improved access to technical content. Longer-term benefits included significant reduction in support tickets through targeted user documentation efforts enabled by better understanding of user needs.
For a startup undergoing exponential growth, we helped to reduce the load on customer support through revising their content operations and improving documentation quality. This company had strong products and teams, as well as a clear strategic vision.
However, content development was not on the radar – not recognized as a standalone business function requiring attention, resulting in lack of ownership and too much load on the customer support team caused by the lack of customer self-service.
Through our solutions, we helped to review and improve all existing product content, with a focus on accessibility and visibility. We helped to select the tool best serving the company’s collaborative authoring needs. Also, we analyzed existing documentation processes and made recommendations on the actions required to improve content creation efficiency and ownership.
As a result, this company was able to reduce the load on the customer support team and integrate the enhanced documentation processes into their operations, ready for future scaling.
Our client acquired a company bringing several thousand pages for technical content with the acquired assets. Having formerly invested in a streamlined content operations workflow, they decided to unify the acquired content with their standard format and process.
The acquired tool did not support direct export to the desired format, while off-the-shelf conversion tools outputted raw content that required significant amount of costly post-processing. The situation was even worse than initially assumed, as the acquired company did not follow strict style guidelines, and despite using the same tool, its implementation and content model was different across the various acquired projects.
We helped our client by developing custom transformation scripts that automated most of the conversion process, with conditional routines managing project-level specifics. The scripts were complemented by a fully documented conversion process, so our client has not only received structured content fully matching their standard content model, but were also enabled to perform possible future conversions and pre/post-processing independently.
In the end, our client could transform their acquired content at less than 30% of the cost of a manual transformation process. The automated process took only one week per project, allowing them to keep up with the demanding product release cycle without interruptions.
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