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SDL Proprietary and Confidential
SDL Knowledge Center:
Advanced Technologies
for Rapid Global Content
Creation
Chip Gettin...
Misalignment on content needs for self-service
Non-contemporary skillsets
No single source of ‘truth’
Lack of departmental...
Your customers are frustrated
40% of customers
call support after
attempting self-
service and failing
68% of customers
will leave because
they think the
company doesn’t
care
Only one global
business language
really matters…
The language of
the customer
7
Tim Walters, Ph.D., Partner & Principle Analyst
Digital Clarity Group
The New Role for Documentation in the Era of
Custo...
8
It’s Time to Get More From Your Content
Collaborative
content
creation
Continuous
customer
engagement
Advanced
versionin...
9
Establish a deeper connection between like topics and
customer relevancy.
Transformations of Innovation in the Market
Le...
10
Channel-specific Formatting Doesn’t Scale
Author
Content
Channel
11
Separate Content from Format
Single Source
Content
Channel
Author
12
The Solution: Structured Content (XML)
13
Single Source of Truth Drives Consistency
Policies/Procedures
Compliance
Documentation
Training and Learning
14
Modular Content Benefits
Research & Development
Market Life
PRD
International
Release
English
Release Shelf Life
Tradit...
15
Our Solution
SDL Knowledge Center
Structured
Content
Management
Collaborative
Review
Dynamic
Knowledge
Delivery
16
Structured
Content
Reviewers
Dynamic Delivery
LanguageAnalytics
17
Benefits of Implementation
○ Decreased translation costs and publishing backlog
○ Start translation process much earlie...
18
$25M
saved over
5 years
19
Cut time to
global
markets by
300%
20
An interactive face-to-face engagement that looks at current state
capabilities, helps articulate a future state and id...
SDL Knowledge Delivery Summit 2015
Moving Forward: The Convergence of DITA and Self-Service
November 16 & 17
San Mateo, CA...
22
Thank You
Questions?
Copyright © 2008-2015 SDL plc. All rights reserved. All company names, brand names, trademarks,
service marks, images and ...
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SDL Knowledge Center: Advanced Techniques for Rapid Global Content Creation

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SDL's VP of Solutions, Chip Gettinger presents on SDL Knowledge Center

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SDL Knowledge Center: Advanced Techniques for Rapid Global Content Creation

  1. 1. SDL Proprietary and Confidential SDL Knowledge Center: Advanced Technologies for Rapid Global Content Creation Chip Gettinger, VP Solutions, SDL @cgettinger SDL Language Customer Success Summit 2015
  2. 2. Misalignment on content needs for self-service Non-contemporary skillsets No single source of ‘truth’ Lack of departmental collaboration Common organizational challenges with global documents today
  3. 3. Your customers are frustrated
  4. 4. 40% of customers call support after attempting self- service and failing
  5. 5. 68% of customers will leave because they think the company doesn’t care
  6. 6. Only one global business language really matters… The language of the customer
  7. 7. 7 Tim Walters, Ph.D., Partner & Principle Analyst Digital Clarity Group The New Role for Documentation in the Era of Customer Experience Management “Organizations adopted the ‘web first,’ approach to content production, and now argue the benefits of ‘mobile first.’ Omnichannel CEM requires a rigorous and well-structured content first capability.”
  8. 8. 8 It’s Time to Get More From Your Content Collaborative content creation Continuous customer engagement Advanced versioning and management
  9. 9. 9 Establish a deeper connection between like topics and customer relevancy. Transformations of Innovation in the Market Legacy Documents Trend Opportunities Topic BasedMonolithic Ability to move into personalization and contextualization.Specific to market segmentationGeneric Establish an “Content Anywhere” environment to simplify customer experience. Device IndependentChannel Specific Lead with the holistic customer experience, not internal business units. Customer Experience FocusedProduct Focused Eliminate “one off” systems and programs and create “One Brand” in the mind of customers. Shared and CollaborativeSilo Driven Enable stronger customer engagement and increase retention. Community and InteractiveOne Way Shape the demand of the market and increase share through experience. Customer FocusedR&D Focused
  10. 10. 10 Channel-specific Formatting Doesn’t Scale Author Content Channel
  11. 11. 11 Separate Content from Format Single Source Content Channel Author
  12. 12. 12 The Solution: Structured Content (XML)
  13. 13. 13 Single Source of Truth Drives Consistency Policies/Procedures Compliance Documentation Training and Learning
  14. 14. 14 Modular Content Benefits Research & Development Market Life PRD International Release English Release Shelf Life Traditional Authoring Research & Development Global Revenue & Market Capture Life Topic Authoring LocalizationAuthor Review Publish Author Review Publish Localize Key:
  15. 15. 15 Our Solution SDL Knowledge Center Structured Content Management Collaborative Review Dynamic Knowledge Delivery
  16. 16. 16 Structured Content Reviewers Dynamic Delivery LanguageAnalytics
  17. 17. 17 Benefits of Implementation ○ Decreased translation costs and publishing backlog ○ Start translation process much earlier ○ Collaborative and creative work environment ○ Ability to focus on Customer Experience ○ Consistency for terminology, look and feel ○ Better control of your branding ○ Increase in usability and reuse
  18. 18. 18 $25M saved over 5 years
  19. 19. 19 Cut time to global markets by 300%
  20. 20. 20 An interactive face-to-face engagement that looks at current state capabilities, helps articulate a future state and identifies a plan and sequence of activities to get there. Customer Experience (CX) Discovery Workshop
  21. 21. SDL Knowledge Delivery Summit 2015 Moving Forward: The Convergence of DITA and Self-Service November 16 & 17 San Mateo, CA www.sdl.com/kds • Celebrate the past, present and future of knowledge delivery • Learn from experts in the localization and structured content communities – sharing best practices • Network with your peers
  22. 22. 22 Thank You Questions?
  23. 23. Copyright © 2008-2015 SDL plc. All rights reserved. All company names, brand names, trademarks, service marks, images and logos are the property of their respective owners. This presentation and its content are SDL confidential unless otherwise specified, and may not be copied, used or distributed except as authorised by SDL. Global Customer Experience Management

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