Case Study
- Case Study
- T2 Systems
Integrating the XDelivery Documentation Portal for content delivery with Salesforce
About T2 Systems
T2 Systems provides comprehensive parking management solutions, giving you complete control over who’s in your lots and spaces 24/7. From permit management and enforcement to multi-space pay stations, T2’s highly configurable parking control system eliminates hassle for you and your visitors.
The Challenge
T2 had a small team of two technical writers. They were a progressive team that proactively invested in DITA and the XDocs DITA CCMS early on, with significant productivity gains from structured authoring and content reuse, allowing them to increase throughput with a small team. The team was always very forward thinking, and their vision was always to publish to an online HTML knowledge base.
T2’s support organization implemented Salesforce Community for customer support, product updates, and customer education, but content delivery was piecemeal – some documents were posted to a limited Knowledge Base as HTML, some were stored in Salesforce as PDFs, and some were emailed directly to customers as PDFs. T2 needed to deliver a better, more unified customer experience for documentation.
“The ability to publish technical documents to a web portal fully integrated with Salesforce Community has been a game changer for T2.”
Chris Sweetman
Manager Technical Services,
T2 Systems
The Solution
T2 was already using XDocs DITA CCMS to efficiently create their technical documentation, so they decided to implement the XDelivery Documentation Portal in order to automatically publish all DITA documents directly to their customer knowledge and learning hub.
The XDelivery Documentation Portal solution for T2 provided
- Single Sign On integration with Salesforce
- Headless, unified search within Salesforce Community, providing a unified customer support experience
- PDF and HTML content indexed for Search
- XDocs DITA CCMS integration that enabled the publishing of all DITA content directly to the portal
- Automatic DITA content updates and scheduling capabilities
- Content Admin in the XDelivery Config web application
T2 was able to publish all DITA documents directly to the Salesforce-integrated T2 Knowledge Base for Single Sign On and Search.
- Single Sign On integration with Salesforce
- Headless, unified search within Salesforce Community, providing a unified customer support experience
- PDF and HTML content indexed for Search
- XDocs DITA CCMS integration that enabled the publishing of all DITA content directly to the portal
- Automatic DITA content updates and scheduling capabilities
- Content Admin in the XDelivery Config web application
T2 was able to publish all DITA documents directly to the Salesforce-integrated T2 Knowledge Base for Single Sign On and Search.
The Result
XDelivery Documentation Portal’s Single Sign On feature can integrate with any Identity Provider (IdP). In T2’s case, that IdP is Salesforce, so customers access the T2 Knowledge Base as part of their Salesforce Community.
All documents written in the XDocs DITA CCMS could be easily published straight to the XDelivery Documentation Portal as HTML and PDF publications. Customers can browse for digital and PDF publications in the graphical tiles, run global text searches, or run a text search within a specific digital publication. The XDelivery Config web application and scheduled updates mean the publications are easily managed and kept up-to-date.
Both PDF and HTML content on XDelivery is indexed for search, which is headless and fully integrated into Salesforce so that customers can see search results for technical documents, discussions, release notes, groups, and articles in one place.
T2 customers receive better documentation, unified with the Salesforce community.
This self-service experience reduces T2’s support effort and cost, all while providing a better customer experience.
The ability to publish technical documents to a web portal fully integrated with Salesforce Community has been a game changer for T2. It is enabling our customers to find the information they need and provides T2’s Account and Support teams the ability to stay in one tool while learning what is new with our products, troubleshoot issues, and communicate with our customers.
Chris Sweetman
Manager Technical Services,
T2 Systems
In Brief
Challenges
- Fragmented content delivery across multiple platforms and formats
- A divided customer experience for documentation.
Results
The XDelivery Documentation Portal and Salesforce integration resulted in a solution for T2 that achieved:
- A unified customer support experience with Salesforce Single Sign-On and headless search capabilities
- A comprehensive knowledge base with HTML and PDF publications directly published from DITA content and indexed for search
- Improved customer self-service and reduced support costs.
Realize the potential of your content
The XDocs DITA CCMS, the XDelivery Documentation Portal, and the Manufacturing Suite add value by streamlining documentation processes, creating efficiencies, improving content quality, and enhancing customer experience.
