Case Study: swissQprint cuts support tickets by 34% with Fluid Topics

swissQprint cuts support tickets by 34% with Fluid Topics

swissQprint, a Swiss manufacturer of high-end digital printing systems, faced escalating service costs and inefficiencies as its global customer base grew. Their reliance on lengthy, hard-to-navigate PDF manuals led to an increase in support calls, creating bottlenecks in knowledge transfer. To address this, swissQprint partnered with vendor Fluid Topics to implement its Content Delivery Platform and launch a self-service documentation portal.

Fluid Topics provided a centralized portal that seamlessly integrated with swissQprint's new DITA-based content from their CCMS, enabling daily publishing of the latest technical information. The solution delivered a powerful search experience for users, partners, and employees. The results were immediate, with the self-service portal causing a 34% decrease in support tickets within the first month alone, significantly streamlining their service organization.

swissQprint