Stepping ahead of the curve

The era of hyper-connectivity is upon us. To stay ahead of the competition, while maintaining relevancy, telecom companies, banks and retailers aim to leverage digital to the fullest. The bottom line is to cater to the twin tenets of increasing customer demands and personalised customer journey. Equally important is to enable a complete digital ecosystem and partner with the customer at every stage of their digital transformation journey.

Comviva is a global leader of mobility solutions, with customer-centricity, innovation and ethical corporate governance at its core. The company’s offerings are divided into three categories — Financial Solutions, Digital Systems and Growth Marketing. The company strives to enable service providers to enhance customer experience, resolve real, on-ground challenges and leverage technology to transform the lives of customers. Comviva’s solutions are deployed by over 130 mobile service providers and financial institutions in over 95 countries.

“Comviva works closely with global and regional technology, application development and content partners to develop solutions that accelerate revenue growth and enhance customer loyalty,” says Prema Vibhute, Deputy General Manager, Technical Documentation and UI/UX, Comviva.

Ease of use powers success

Comviva sells more than 100 products, including the Ngage enterprise messaging platform, the MobiLytix™ suite of customer value management tools and mobiquity® mobile financial solutions. A key enabler of Comviva’s success is its ability to communicate the features, benefits and value of its applications to its clients and their customers.

“The relationship between a customer and the application is the biggest driver of our success. If people have questions, answers should be easy to find,” Vibhute says. “Comviva has trusted Adobe Technical Communication Suite for years to produce user manuals, onboarding guides and self-help tools that enhance usability for our clients and their customers.

Comviva publishes documentation using Adobe Technical Communication Suite solutions including Adobe Acrobat, RoboHelp and Captivate. Subject matter experts create content in Microsoft Word or PowerPoint. With a single click, they use Adobe Acrobat to convert those files to PDF for shared reviews, printing or electronic distribution.

With Adobe RoboHelp, Comviva can quickly publish content online, easily generating content in HTML5 and CHM.

“We added screen-level and context-sensitive content with Adobe RoboHelp so clients can access the relevant information,” Vibhute says. “Today, Comviva requires all major product releases to include online help powered by Adobe RoboHelp. Fast access to online help has reduced the volume of customer support tickets related to basic troubleshooting by 15% with GUI configurations.”

Adobe RoboHelp also simplifies multi-language product support. Comviva simply sends source files to third-party translators. Translated source files are then easily added to RoboHelp for use by Comviva’s international client base.

Visual reinforcement

Adobe Captivate enables creation of video demos and product simulations. Comviva’s Technical Documentation and UI/UX team can easily record user interfaces and PowerPoint content as videos, add voiceovers and embellish video content with interactive features such as popup overlays for more immersive experiences.

“Adobe Captivate lets us showcase Comviva product features and user interface operations with interactive video,” says Vibhute. “Our clients then use the videos for operational training and customer support. Some even use them for marketing.”

In addition to including videos in technical documents, Comviva integrates them into its products. Users can access them as quick tutorials.

Single-click simplicity

With the streamlined content management supported by Adobe Technical Communication Suite, four content creators and one UI/UX developer can maintain more than 5,000 technical documents at Comviva.

“Adobe RoboHelp lets us create multiple versions of documents with a single click,” Vibhute says. “Each version retains the format and style of the source file. When the source file is updated, changes automatically propagate to the various versions.”

Multiscreen future

Comviva is currently adapting technical documentation supporting multi-screen delivery. People want options to view documents at any time, on any device. Such innovations give Comviva’s telecommunications and financial services clients and their customers greater flexibility to optimise platform and application use. This ensures Comviva remains invested in the latest and best content authoring and publishing tools, which are used by their documentation and UI/UX team for enhanced productivity.

“Comviva plans to continue our journey of using Adobe RoboHelp and Captivate as our core technical documentation tools,” Vibhute says. “Because application usability is key to our success, we are very interested in reimagining UI/UX by adding Adobe XD in Adobe Creative Cloud to our toolkit.”

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