Waters Corporation Selects SDL for Enterprise-Level Content Management
March 11 2015 - 8:30AM
Business Wire
SDL Knowledge Center enables life sciences
company to streamline publication processes and reuse content more
efficiently across technical publications
SDL (LSE: SDL) today announced that Waters Corporation, an
innovator in the field of analytical chemistry, has selected SDL
Knowledge Center to streamline its content creation and management
process, drive content reuse and promote standardization of its
documentation to deliver a better customer experience.
For more than 50 years, Waters Corporation has developed
analytical technologies - hardware, software and chemistries - to
advance healthcare delivery, environmental management, food safety,
water quality, consumer product development, and high value-added
chemicals. Waters’ technical communications department – a
subsidiary of the marketing department – produces numerous
installation guides, user manuals, system guides and online help,
totaling thousands of pages in a year.
With thousands of scientists around the world relying on Waters’
products and services, all of which operate in highly-regulated
industries, it is essential that the technical documentation being
created is accurate, reliable and compliant. However, delivering
high-quality, timely publications became challenging as they were
using a number of different vendors to localize content in as many
as 16 languages, as well as using multiple content management
processes and workflows, which made it difficult for writers to
identify and reuse existing content. After an extensive review of
out-of-the-box solutions for creating product documentation, Waters
turned to SDL Knowledge Center to organize and manage Waters’
technical content, so it can be easily shared, filtered and
delivered to any channel.
“It’s vital that we present, for example, similar product
instructions in a consistent manner to deliver a great customer
experience and ensure that we meet compliance requirements,” said
Joshua Steen, Principal Technical Writer and Tools Specialist at
Waters Corporation. “But without a centralized, organized content
repository, it was difficult to ensure that consistency.”
With SDL technologies in place, Waters is experiencing a far
more efficient and controlled production process. The workflow
gates each stage, triggering actions and preventing duplication of
work. Content formatting is now handled separately from writing,
allowing the company’s writers to focus exclusively on authoring
their publications. Waters’ 300 subject matter experts and editors
can now review subsets of publications as standalone topics, rather
than having to tackle huge volumes from start to finish. As a
result, writers can see feedback in real-time and up to 60 percent
of the source content can be reused in multiple publications,
representing huge cost and time savings.
Additionally, localization now occurs more quickly as the team
is not waiting for entire publications to be finalized before
sending for translation. They are also drawing on huge quantities
of previous translations such as standardized boilerplates and
safety advisories.
“Organizations are looking for collaborative solutions that will
enable their writers to easily find, create, reuse, review, track
and publish information,” said Mark Lancaster, CEO and founder at
SDL. “With SDL Knowledge Center, Waters is able to achieve a quick
return on their investment with a flexible solution that can grow
with them as their needs continue to evolve over time.”
Currently, Waters is primarily using SDL Knowledge
Center for internal reviews only. However, plans are in place
to expand SDL across the business.
“From the start, the intention was to extend SDL Knowledge
Center to other departments across the business to support our
content management ecosystem,” added Steen. “We are seeing
noticeable improvements on our source language development. We are
exactly where we wanted to be and it seems we are well-poised for
the next phase of production.”
To learn more, view the case study and blog.
About SDLSDL (LSE: SDL) is the leader in global customer
experience. With a completely integrated cloud solution for content
management, analytics, language and documentation, SDL solves the
complexity of managing your brand’s digital footprint as it grows
across multiple languages, cultures, websites, devices and
channels. Seventy-nine of the top 100 global companies trust SDL to
help them create authentic, in-context customer experiences that
drive demand and loyalty. SDL brings your brand to the world, and
the world to your brand. Learn more at SDL.com. Follow
SDL on Facebook and Twitter.
SDLJessica Hohn-Cabana, 508-353-3454jcabana@sdl.comorPAN
CommunicationsEmily Held/ Jenny Gardynski,
617-502-4300sdl@pancomm.com
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