Equinix, a global, data warehouse leader, selected Propane to transform their digital customer experience for product documentation. The new platform also allows each internal product team to develop documentation that’s on brand and customer-focused, with far less overhead.
OUR WORK | Workforce Transformation
A New Platform to Automate Technical Documentation
- Increase Efficiency
- Equinix Documentation Center
- The Ask
- Transform A Digital Experience
Increase Efficiency
Highlights
- Stakeholder Interviews
- Content Management Workflow & Governance
- Technical Audit & Recommendations
- Information Architecture
- Development & QA
- Increase Efficiency
- Equinix Documentation Center
- The Challenge
- Execute a Full Technology Shift
We needed to flip Equinix from a manual, labor intensive, PDF-oriented process to a scalable, digital platform. To start, we found the commonalities across their global product teams, service offerings, and customer use cases. Then, we streamlined their universal content creation workflow, enabled easy-to-follow processes, and built a custom, HTML-based CMS solution. This allowed each internal product team to develop documentation that’s on-brand and customer-focused, with far less overhead.
- Increase Efficiency
- Equinix Documentation Center
- The Results
- Better Internal Efficiency
Propane handled everything, from discovery and strategy to the user experience and design of the solution. What seemed like an impossible and unsustainable process to us was re-imagined as a thoughtful and streamlined workflow & governance process that our team was able to seamlessly adopt.
Equinix Client
Internal teams can update online product documentation more efficiently. This gives customers faster access to accurate self-help information. Additionally, the client’s call center volume is reduced considerably.
