This company has an extensive product portfolio. They produce, deliver and install several types of packaging machines, and provide ongoing service to customers. Each machine is complex in its own right but also optimized for different packaging products and customer specifications.
This complexity, coupled with ongoing technological innovation, makes version control difficult for employees who are in charge of documentation.
Every time a service engineer faced a challenge, they would request specific instructions from the service desk, who would then rely on the R&D team to create a customized guide. Until recently, these guides were created using Word and PDF documents and printed for use in the field.
The company decided to digitize and publish troubleshooting guides in a more scalable way.
Their goal was to make guides more accessible and easy to use, and bolster service productivity. By digitizing guides, they also aimed to train new hires more quickly.