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User enablement, documentation and continuous development

The move to continuous deployment was accompanied by a number of requirements: How can all users be reached and ensured that they are informed about and can use all new functionalities at all times? Not an easy task with more than 150 users in 20 countries with completely different know-how, but one that the newly implemented Business Support solved in a short time.

aclevion’s business support team is familiar with censhare and the implemented solution, is directly linked to development and always knows exactly what has been changed in the solution. From documentation, creation of manuals, presentation of new functionalities to business testing and training, it now accompanies every release. In this way, the enablement of users through to operation is covered efficiently and without additional effort.

As a result of the business support activities, support requests have been significantly reduced and the need for training has also decreased rapidly. Finally, the business support devlivers valuable insights from users on where the solution is not yet working optimally and how it can be further improved in future releases.

Requirements

Geberit has long relied on a censhare system implemented by aclevion to manage its media assets, provide a media portal for all employees and produce brochures and customer magazines in more than 20 markets and over 60 languages.

As part of a system changeover to a completely web-based production process, the further development of the solution was switched to regular and continuous deployment. The resulting requirements for release communication and the enablement of a wide variety of user groups needed to be solved by aclevion’s business support.

Implemented with
censhare Omnichannel Content Platform

Use Case
Content Hub

Implemented for
Geberit

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25

less support requests

2

faster use of new functions

50

reduced need for training

150 users in 20 markets and a host of new features

Business Support accompanies each release from development to the final user training sessions.

A comprehensive “Ready for Customer” definition is used to ensure that all the necessary measures are taken in good time to provide optimum information to the various users in the different countries and to transfer all the new functions into operation as quickly as possible.

1. Release documentation

The improvements, new functionalities and features, changes and problem fixes of each new release are comprehensively documented. Users have an overview of all new features of a release at all times.

2. Update of the help center

The internal Help Center provides users with comprehensive information on all functions and use cases of the solution. This includes manuals, how-to articles, and many explanatory videos and webcasts. For each new release, all required content is newly created and existing content is updated with the new information and features.

3. Communication within the organization

Based on a communication and topic plan, Business Support informs all users about new features and changes. Not only is all new information communicated internally in the Help Center, but a series of topic-based webcasts is also offered. In this way, users can find out exactly about the improvements that are relevant to their work at different times.

4. Business testing

As soon as a feature is technically released, it is tested by Business Support from the user’s perspective. This provides additional quality assurance of each release and ensures that all user requirements are met.

5. User trainings

Training takes place once a quarter or on demand on a topic-by-topic basis in approximately 1.5-hour online sessions. For all new features, Business Support prepares the required documentation and adapts existing materials in case of changes.

”Thanks to the new role of Business Support, we notice that there are gaps in the system for users. There are always problems that we cannot solve even with the best training. Therefore, Business Support provides us with important information on what we still need to develop in the system to further improve the production processes.

Roger RübsamHead of Multimedia, Geberit International AG

System Solution

censhare

censhare has fully integrated digital asset management, product information management and content management to help you to master your content. Companies like Allianz, Lands’ End, Dyson, Christie’s and hundreds more rely on censhare for on-brand, always up-to-date content, taking advantage of every opportunity to reach the right customers at the right time.

Learn more about censhare

censhare.com

About Geberit

The globally active Geberit Group is the European market leader for sanitary products. Geberit has a strong, local presence in most European countries and can therefore offer unique added value in the field of sanitary technology as well as bathroom ceramics.

The manufacturing capacities comprise of 29 production plants, 6 of which are overseas. The Group headquarters is located in Rapperswil-Jona, Switzerland. With around 12,000 employees in around 50 countries, Geberit achieved net sales of CHF 3.0 billion in 2020.

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