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Case Studies

Great companies who are making their content extraordinary.

British Columbia Auto Association (BCAA)

About: With over 830,000 Members, BCAA serves one in three British Columbia households with industry-leading products including home, auto and travel insurance, roadside assistance, Evo Car Share, and full auto repair services at BCAA’s Auto Service Centres.

Situation: While BCAA knew they needed to improve their existing selling, processing, and underwriting manuals that supported their insurance products, finding the time and resources to perform the work was daunting.

How we helped:  The 400-page Home Insurance manual was

  • transformed using Precision Content® authoring standards and easyDITA™ component content management system
  • republished using Precision Content’s connector for Microsoft™ SharePoint, and
  • relaunched as a new single source of truth with new ways to present information.

Testimonial:

“Precision Content provided a leading edge content management solution to improve both the effectiveness of our 400 frontline sales staff and our Member experience.  We had large insurance product manuals which were cumbersome and difficult to use and in need of updating.  We chose the Precision Content solution to properly rewrite the entire Home Insurance manual which truly “googleized” this important reference source.  The leading edge search function is a game changer and staff rave about how easy it is to use. Our sales staff and internal departments are now able to find the right information quickly.  Now we are in the process of applying this solution to rewriting other product manuals.”
Glen Pentland, Product Development, BCAA

Read about how BCAA benefits from Precision Content. Download the case study.

Westoba Credit Union

About: Westoba Credit Union is a dynamic member-owned and controlled organization that provides comprehensive financial services designed to satisfy the social and economic needs of the members and communities it serves. With $1.3 billion in assets and 17 locations across the province, Westoba is Manitoba’s sixth largest credit union.

Situation: Witnessing increasing marketplace and regulatory pressure, Westoba needed to properly identify and clean-up current information assets by removing ROT (Redundant, Out-dated, and Trivial) content. Improving the quality of high-value internal policy and procedure documentation was made a priority.

How we helped: Several hundred pages were identified as high-priority from various departments. Divided into several projects, the first phase focused on Board Policies, Lending Policies, and operational policies and procedures. This content was rewritten using DITA/XML and Precision Content® authoring methodologies. The content was migrated to a component content management system and published to customized templates developed using DITA InPrint™ so management could easily review content in Microsoft® Word.

Result:

  • Reduced the volume of content in some areas by 40%
  • Exposed and filled knowledge gaps and fixed errors in important content
  • Trained writers in Precision Content® authoring methods and tools to sustain and scale content

Read about Westoba’s success with Precision Content. Download the case study.

KPMG

ClientList-logo4About: KPMG provides Audit, Tax, and Advisory services. We work closely with our clients, helping them to mitigate risks and grasp opportunities.  KPMG International’s member firms have 155,000 employees working in 155 countries/territories around the world.

Situation: KPMG identified a need to update the delivery medium of their procedures to global consultants. They needed a mechanism to supply accurate information to all of their consultants, in order to deliver the same consistent message to customers around the globe.

How we helped: KPMG engaged our Information Architects to help solution this business need and develop a business case for content transformation efforts to DITA/XML, providing a dynamic process compilation and delivery. PCAS Inc. worked with KPMG to develop a proof-of concept, in the form of an iPad prototype. This prototype leveraged back-end Precision Content (DITA/XML) that could be used by multiple departments to meet the needs and approval of the business owners.

Result: The iPad app was very well received and has laid the foundations for a comprehensive, intelligent content solution.

American Joint Committee on Cancer (AJCC)

ClientList-logo8About: AJCC is best known for defining cancer staging standards; officially known as the AJCC staging system.

Situation: In 2013, the AJCC identified a business need to simplify and produce content in multiple information products for their end users – medical professionals who use these products for selecting the most effective treatment, determining prognosis, and continuing evaluation of cancer control measures.

How we helped: The AJCC engaged us to analyze and rewrite content for the marquee cancer sites using DITA-XML. Called the Cancer Staging Content Transformation Project (CSCoT), we developed Precision Content templates that supported specific structured writing principles and the business needs of the AJCC.

Writers performing the content analysis, and working with subject matter experts, identified areas for improvement. They were then able to provide AJCC with succinct content in an electronic format that could be delivered in multiple information products.

Result: This content harmonization initiative will further enhance usability of the staging system by providing clearer staging rules and references for the 8th edition. This pilot project was well regarded and changed the way the AJCC will author, manage, and publish content for future editions.

Canadian Insurance Crown Corporation, (2013 – Ongoing)

About: This provincial crown corporation provides vehicle insurance, driver licensing, vehicle licensing, and registration services. Nicknamed the “health-check,” the corporation engaged Precision Content to provide a current state assessment of their content management solution.

Situation: Stakeholders had expressed concerns about the future health of their Systems Renewal program if certain issues were not addressed before new teams were brought into production within the Enterprise Procedures practice. The main areas of concern include data governance, content standards, content management technology, and portal publishing.

How we helped: The engagement involved analyzing technology effectiveness, methods, and practices. Precision Content’s consultants provided recommendations and technical guidance to prepare the corporation for a larger-scale deployment of a DITA/XML solution to other parts of the enterprise. As part of the engagement, fifteen stakeholders were interviewed and a 300-page report was developed for management. As a result of the health-check engagement, the corporation adopted several of the report’s recommendations and developed a mature content management practice.

Result: The corporation has adopted Precision Content’s authoring methodology and content standards in their Enterprise Procedures program and our team is working to transform approximately 10,000 pages of legacy content.

Credit Cards & Transaction Processing Company, (2014-Ongoing)

About: This Fortune 1000 is a leader in the credit card processing industry with over $2 billion in annual revenues. The company is working with Precision Content to provide a full content solution that will improve the quality and usability of technical support documentation and bulletins sent to their clients – the world’s leading banking institutions.

Situation: For years, the documentation team lacked an authoring methodology or management system, despite already having been authoring in a structured tool. After seeing the strategic opportunities, and samples rewritten and restructured by Precision Content’s specialists, they were convinced of the benefits and the team voted to move to the next phase of adopting DITA/XML and structured content.

Result: The larger project includes

  • user and task analysis
  • content transformation
  • content analysis and modeling
  • tool recommendations, and
  • implementation of a publishing solution.

The project has been well received by executives and has been progressing steadily since early 2014.