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Siemens Healthcare Solutions Streamlines Product Information for Customer Service

Siemens Healthcare Solutions was challenged with getting the latest, most accurate information to the right parties on a timely basis. Many healthcare customers use multiple Siemens Healthcare Solutions products at a single site. Differences in the format and content of the supporting technical information across their product offerings made it challenging to find specific user operation or maintenance information quickly and easily. It is in this environment that Siemens Healthcare Solutions sought assistance to improve its product documentation and customer service operations. Siemens Healthcare Solutions has delivered over 190,000 individual product manuals - each year publishing 2,200 technical documents, over 100,000 printed pages, and distributing this information in print and thousands of CD's. To address its various geographies, it translates 15,000 documents per year, publishing in up to 18 languages. To support this level of content development, management, localization and distribution, Siemens Healthcare Solutions utilizes 220 technical authors, a wide range of internal and external globalization services, and the efforts of its 4,000 customer service engineers (CSE's).

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