Siemens Medical Solutions Streamlines Product Information for Customer Service
Siemens Medical Solutions sought assistance to improve its product documentation and customer service operations. Siemens Medical Solutions has delivered over 190,000 individual product manuals—each year publishing 2,200 technical documents, producing 100,000 printed pages, and distributing thousands of CDs. In addition, 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 Medical Solutions utilizes 4,000 customer service engineers (CSEs), 220 technical authors, and a wide range of internal and external globalization services.
With Astoria and SDL, we transformed our business. We improved the quality, accuracy, and timeliness of our global product information, and reinforced our worldwide standing for quality and performance.
Featured solutions:- Terminology Management
- Translation Management
- Improve access to critical product technical information for over 4,000 customer service engineers worldwide
- Reduce time necessary to find the correct product technical information for CSEs and end consumers
- Streamline process for creating, localizing, updating and delivering product technical information for faster time-to-market and increased accuracy
- Reduce costs associated with product technical information production and delivery
- Meet applicable regulatory standards worldwide
- More information available to Customer Service Engineers in their local language provided more effective and faster resolution of problems
- Improved customer service and satisfaction
- Improved operational efficiency now delivers 2,200 documents in 22 languages
- Reduction of printed manuals by 90% from migration to digital media
- Localization cost savings of 30%
- Expected overall savings of US $1.13m per year
