As companies explore ways to improve the customer experience, documentation is getting more recognition for its role in creating loyal and satisfied customers. Clear and informative installation guides, user manuals and service documentation elevate experiences by helping customers get more from their products and solve problems fast.
Bo Jensen understands the importance that documentation can bring to customer experience. For more than 15 years, he has helped a team of 40 technical writers support more than 6,000 products from Grundfos, the global leader in pumps and pump solutions. From household heating systems to industrial applications, Grundfos pumps are used by millions to keep systems running.
“Supporting documentation is often the first thing that customers and service operators look at when trying to install or fix Grundfos pumps,” says Bo Jensen, IT Project Coordinator at Grundfos. “Documentation should be clear and consistent to help customers get the best performance from pumps every time.”
The Grundfos technical documentation team creates supportive content for all 6,000 Grundfos products, including installation and operations guides, data booklets, data sheets and service kits. In addition to working on new product documentation, older content is regularly updated to fix errors, clarify steps or update boilerplate language. While documents are created and managed in English, they are translated in up to 50 languages to meet the needs of international audiences.
Today, Grundfos uses Adobe Experience Manager Guides to manage thousands of data topics and provide customers with up to date information across more channels.
“Adobe Experience Manager Guides streamlines content creation and editing processes to help us to keep documents updated and accurate faster,” says Bo Jensen. “Our writers can spend more time making sure that that they are answering all of our customers questions and providing the clearest and most user-friendly experiences possible.”