Deliver powerful customer support experiences with ‘intelligent content’

Everyone knows that creating great customer experiences is key to customer satisfaction and generating brand loyalty. 

However, in this digital-first world, where so much activity has moved online, customer expectations have skyrocketed and failure to meet customers on their own terms is brutally punished.

Offering multilingual customer service and support across channels to global audiences in their own language increases satisfaction and loyalty. But doing so is easier said than done.

To cope with the explosion of content needed in a digital-first world and to continue to deliver great customer experiences, businesses need to ensure that they can provide relevant, up-to-date information, quickly, to any channel, in any format, at any time – increasingly, when customers can’t find what they need immediately, they look elsewhere and you lose them. 

Tridion provides you with robust and scalable knowledge management and helps you effectively create, manage and publish multilingual information in any format and on any channel. 

With its ‘intelligent content’ you can deliver accurate product information for after-sales and self‐service to customers, field service and support teams – and scale as the number of your products, variations and markets grow.

IDC Technology Spotlight 2021 Report


Easy information findability

Use of Tridion has been proven to achieve a 20% reduction in support calls, with CSATS up by 15% and a 34% increase in content reuse from multichannel distribution.
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Reduce information fragmentation

Centralizing information management helps unify operations and eliminate information silos. With Tridion you can control the entire content lifecycle – from creation and review to management and delivery – at scale and in an agile manner.

  • 40% reduction in errors 
  • 44% increase in productivity 
  • 40% reduction in content creation costs
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Strict information governance

Security and governance of content are increasingly important to organizations. Having full traceability and an audit trail of business-critical information is of vital importance in some sectors. 

Tridion provides this and has been proven to reduce risk by 23%.

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Easy implementation of next-gen tech

‘Intelligent content’ allows information to be read by machines and enables greater automation. It helps you to be future-ready – so you can make the most of AI developments as they come.
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Intelligent content supply chain

Duplicate documents
Version management and content reuse
Structured collaboration for knowledge workers
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Intelligent work hub for intranet collaboration
Global reach
Adaptive content for any digital channel
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Information governance for security


“The use of RWS technology has played a critical role in our centrally managed content and this has generated huge benefits in terms of cost and time savings – ranging from 40-100%.”
Bruno Herrmann, Nielsen
California Casualty
“Reach (internal name for Tridion Docs) is more concise, relevant and user friendly and I am also impressed at how often it is reviewed and how quickly feedback is received/updated.”
Jason R., California Casualty
Horiba Medical devices
“We realized we had to put a strategic plan in place – we could no longer live with the traditional methods of documentation and needed to have repeatable, scalable processes that would enable us to support our business growth.”
Jean–Michel Guillot, HORIBA Medical