Improving Customer Experience with Ongoing Documentation Support

Improving Customer Experience with Ongoing Documentation Support

TMEIC

Challenge

TMEIC is an international industrial automation company with a comprehensive portfolio of systems for a wide range of applications.

With hundreds of user manuals, TMEIC was struggling to deliver consistent, user-friendly documentation to its customers. Much of the documentation was outdated and did not match the caliber of quality products TMEIC was selling.

Documentation was written by various engineers when time permitted; as a result, the voice, formatting, and delivery of the documentation was very inconsistent. Additionally, the information in the user manuals was too complex and did not provide clear direction for the average user.

To compound the challenge further, all the documentation was stored on local drives. Finding previously written documentation was difficult and time-consuming for the engineers.

To deliver consistent documentation that would be easy to use and maintain, TMEIC needed a partner with the capacity and expertise required to manage large amounts of documentation, ensure consistency, and improve the development process.

Solution

TMEIC chose Contiem because of the team’s experience working with enormous amounts of content, success with process development and improvement, and a proven track record of managed services.

To manage TMEIC’s vast documentation needs and develop a system to prioritize and manage the demand, Contiem assigned a dedicated team consisting of a Project Manager, a Solution Architect, and a Technical Writer to provide ongoing support. The team implemented proper tools and processes to ensure consistency and easy maintenance, including:

• MadCap Flare as the tool for all new and existing documentation, which provided the ability to update and reuse content for similar products more efficiently.
• A standard template within MadCap Flare that followed guidelines for consistency, clarity, and reusability.
• A centralized process that made finding documentation easy.
• A governance process for file management so TMEIC could maintain consistency and keep the content current.
• A review process that would be effective for all key stakeholders, including regular, interactive reviews that allow for manuals to be completed promptly.

Result

Contiem delivered a total solution for TMEIC that has been very effective in solving TMEIC’s challenges and meeting the desired goal. Ongoing efforts continue to deliver consistency and quality documentation across a growing number of departments. Key results include:

• TMEIC’s customers are receiving documentation that is up-to-date, user-friendly, and delivered without delay.
• Consistent improvements have elevated the documentation to be on par with the quality of TMEIC’s products.
• Increased visibility and accessibility have facilitated consistency within the Energy & Infrastructure Solutions, Field Engineering, Technology Development, Training, and Sales departments.

Most importantly, TMEIC is now confident they will continue to provide their customers with documentation that is of the same caliber as their products.