Case Study: swissQprint reduces service tickets with Fluid Topics

How swissQprint Streamlined their Service Organization with Self-Service Documentation

swissQprint, a Swiss manufacturer of large-format printers with a global customer base and partner network, was facing rising service costs as its installed base grew. Its support model relied on large PDF manuals that were hard to search, causing users and technicians to call for help instead of finding answers themselves. To address this, swissQprint looked for a self-service technical documentation portal and chose Fluid Topics.

With Fluid Topics, swissQprint launched a self-service documentation portal connected to structured DITA content managed in DITAToo, enabling fast publishing of the latest product and service information. The portal supports employees, partners, resellers, and customers with searchable technical content and 24/7 access, and it reduced support tickets by 34% in the first month alone. swissQprint also reports improved knowledge transfer, training potential, and a more scalable service organization thanks to Fluid Topics.

swissQprint

Johannes Müller

Technical Communication Leader