Multi-national Telecoms customer
Year of collaboration
2014 – ongoing
Context
Our customer, a multinational telecoms company and its Operating Companies (OpCos) in different countries, have led the way in providing Unified Communications solutions for small and medium-sized businesses – their “Ready Business” offer includes a business product suite – a collection of cloud, PC and mobile app software tools that enable companies to replace their legacy office telephone systems with integrated desk phones, mobiles and PC tools.
Aim
To support the new product suite that would be delivered around the world
Our customer’s product management team had a clear vision: to provide a great customer experience to support the powerful new product suite that would be delivered by their OpCos around the world. They needed a specialist partner to help design and deliver that vision.
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Challenges
Although our customer’s products were functionally very rich, the vast set of supporting technical documentation was not going to deliver a great customer experience, and each OpCo offers its customers a slightly different set of features, in different languages.
Solution
3di designed, developed and delivered an award-winning Help Site for our customer
The 3di team:
- Delivered a self-service portal that enables buyers, users or potential users to find out everything they need to know about how to buy, install, set up, use and troubleshoot their business system and components.
- Used Madcap Flare to create over 1500 topics, and to manage what topics need to appear for which OpCo, in which language.
- Due to the specific visual design specifications required by our customer, the raw HTML output from Flare was then published out through a stylesheet, preserving all the architecture and links, but making the content look and feel just like any other of our customer’s websites.
See our award-wins
For our work on this project, 3di won three awards at the ISTC’s UKTC awards, including:
- Best use of single-sourcing and multi-channel publishing
- Best business integration
- Best conceptual communication
Read more about our award wins at the ISTC’s website here.
Result
An award-winning self-service portal for customers
- Customers in Germany, Ireland, South Africa and The Netherlands started using their versions of the site in April 2016, and the UK OpCo site went live in March 2017.
- 3di maintains the site as an ongoing service. We update and localize content each month, to keep up with the developing product.
- 3di monitors website analytics to change the content based on traffic, search terms, number of visits to the sales page, the support page, and more.
- 3di won several ISTC UK Technical Communication awards for the site and service.