Learn how Cherwell Software used a digital experience platform (DXP) to implement a world-class Documentation Portal with minimal staffing and a condensed time frame. Learn how we consolidated documentation for multiple products, versions, and languages into single consolidated platform. We’ll discuss how we sold the project to Cherwell leadership, how we selected our vendor, and the challenges we faced during implementation.

1. A Journey to Intelligent Content Delivery

2. Improve customer experience by providing
users with immediate and personalized
answers to product related questions
Answer Engage Monetize
3 Pillars of Digital Experience

3. Answer Engage Monetize
Promote user interactions with content
through personalized call-to-actions
3 Pillars of Digital Experience
Feedback

4. Answer Engage Monetize
Provide actionable insights that
optimize product, marketing, sales and
support, turning content into revenue
3 Pillars of Digital Experience
Related articles
Feedback
Analytics

5. Prime real-estate
Technical product content: a hidden asset
Tons of content Lots of activity Impacts sales

6. Personalization is key to customer experience
“I am an Administrator. How do I configure
SAML as my default authentication method
using version 13.2 of Asset Management?
USER INFORMATION:
 CRM/SSO profile
 Explicit preferences
 Prior behavior
 Geolocation
CLUSTERING
FILTERING
CLASSIFICATION
ENTITY EXTRACTION
PERSONALIZED RESPONSE
 Entitlements and preferences
 Search behavior and boosting
 Based on intent
 Content types
 Content recommendations
 Announcements
 Other calls-to-actions
 Personal aggregation of
content
 Other call-to-actions (surveys,
knowledge contribution…)
NLU
NLP

7. Zoomin Docs for Small
Teams
How Cherwell Software Did It
Pam Goodrich, Technical Documentation Manager
Pam.Goodrich@Cherwell.com

8. 8
About Cherwell
Industry-leading Enterprise Service Management Software
Forrester Wave Q3 2018
Enterprise Service Management
Named a “Challenger”
Gartner Magic Quadrant
IT Service Support Management 2018
2004
Cherwell founded
Named a “Leader”
IDC MarketScape Worldwide IT Service &
Incident Management Software
450
Employees
$222M
KKR Investment
9
Global offices
Named a
“Leader”

9. With Cherwell since 2015
Three decades managing writing teams
18 years in technical writing
Early Dita adopter
Multiple migrations to Dita
About Pam Goodrich

10. • Launched March 2018
• Managed by team of 6 authors
• Single entry point for all Cherwell
technical documentation
• Supports three product lines
• Authored in XMetal and Oxygen
• Dita source stored in Git
About help.cherwell.com

11. Cherwell Documentation V1
• Focus on “catch-up” doc
• Dated look
• Poor searching capabilities
• Hard to find outside of the
software
• Poor release management
• One release at a
time
• Separate help
systems for each
release
• Cumbersome
delivery model

12. Cherwell Documentation V1
• 10 separate help systems
• No consolidated search
• No access outside of the
software
• Different authoring tools
than the rest of the team

13. Cherwell Documentation V2
• SuiteHelp by Suite
Solutions
• Launched in 2016
• Based on Dita source
• Improved (but not perfect)
searching
• Standalone systems for
each product and release
• Needed to maintain
separate PDF plug-in and
PDF delivery model

14. Cherwell Documentation V3
• Easy to find
• Cross-product, cross-
version support
• Multi-language support
• Improved searching
• On-demand PDFs
• Responsive design
• Scalable
• Simple delivery model
• Easy maintenance
Our Requirements

15. Why We Chose Zoomin Docs
• Met all of our requirements
• Powerful search mechanism
• Minimal changes to our Dita source
• Improved analytics, particularly around searching
• On-demand PDFs
• Built-in feedback mechanism
• Past relationship
• Great customer references

16. How We Sold the Project to Our Decision-makers
• Timing
New leadership was looking for opportunities to modernize and scale
• Executive Support
CPO sees technical documentation as a valuable marketing tool
• Strong Program Management
Saw value and helped navigate the approval process
• Affordable Solution
Able to take great strides with a minimal investment and compressed timeline

17. Project Challenges
• Lack of internal UI/UX support at kick-off
• Struggled with the taxonomy shift at first, then kept it simple
• Quickly pushed multi-language support and CSH to phase
• Table formatting issues
• Automation issues
• User management
• Need third environment

18. By the Numbers Significant Increase in
Users
• 27.65% increase in number
of users
• Includes internal and
external users
• Number of sessions per
user down (good for doc?)

19. By the Numbers Dramatic Increase in Site
Usage
• 320+% increase in number
of page views
• 91+% increase in unique
page views
• 37% decrease in bounce
rate

20. Improved Net Promoter Score!
• 17.5% increase in Net Promoter Score over last year
• Customer comments:
• “I really like the new site.”
• “Keep up the great work – it’s a lot easier to find things now, and I really
appreciate the option to download things in their entirety for people who
don’t have a login.”
• “I love the graphics and usability.”

21. Demo – Home Page
• Use tiles to navigate by
product
• Use the Library to navigate
to pre-defined “bundles” of
content
• Use My Topics to create
your own content sets

22. Demo – Topic Page
• Includes revision dates
• Includes tags
• “On This Page” and “Related
Content” links
• Google Translate Widget
• My Topics
• Image pop-outs
• PDFs
• Feedback

23. Demo – Cherwell Library
• Bundles organized by
product and release
• Can navigate bundles in the
collection
• Can search for bundles
(release notes)
• Can search within bundles

24. Demo – Search Facets
• From Search on the Home
page (to limit search
results)
• From the Search Results
page (to refine search
results)
• From the Library

25. Demo – Multi-language Support
Most content is in English
75% of CSM content available
in German
Limited content for French,
Spanish, and Portuguese
Use Google Translate widget for
on-the-fly translations

26. Demo – On-demand PDFs
• Create PDF of a single
topic, a set of topics, or an
entire “bundle”
• Create PDFs from:
• Topic page
• My Topics
• Library
• Consider pre-processed
PDFs

27. Demo – My Topics
• Must have an account and
be logged in
• Can save a topic and its
subtopics OR an entire
topic set
• Can generate PDFs for a
collection

28. Thank you!