Case Study: California Casualty achieves 81% document reduction and faster employee productivity with RWS (SDL Tridion Docs)

California Casualty improves employee productivity and customer experience with SDL Tridion Docs

California Casualty, a San Mateo-based insurer founded in 1914 that serves education, law enforcement, firefighting and nursing affinity groups across 44 states with 700 employees, faced severe information chaos as it grew: 35,000 documents, poor findability (staff spending up to an hour a day searching), frequent redundant rewrites, inconsistent training materials and a four-person help desk to handle constant queries—undermining employee productivity and customer service.

They implemented SDL Tridion Docs, a DITA-based Component Content Management System, to create a single source of truth with topic-based reuse, version control and organization-wide commenting. In roughly nine months they reduced content from 35,000 to 6,500 documents (81% reduction) and a 700‑page training manual to 200 pages (71%); information findability improved 75%, navigation 57%, the help desk was eliminated, policy issuance times fell, DOI complaints dropped, and staff rated the system 8.71/10.

California Casualty

Susan Lalor

Knowledge Management Team Manager