CASE

STUDY

TECHNICALLYWRITEIT.COM

CONTENT SOLUTIONS

Seamless integration to run simple.

 INTRODUCTION
We partnered with SAP – one
of the world’s largest software
vendors – to improve the quali-
ty of their documents, enhance
their flexibility and scalability,
free up time for their staff, and
get their content to market
more quickly.
SAP is a global
market leader in enterprise
applications and software. The company
spans more than 130 countries and services more than 440,000
clients. It needs an enormous amount of high-quality content.

TWi is an approved global strategic supplier for partners, consultants, trainers, and customers,
SAP, providing services including: providing:
Product documentation development System documentation
DITA-based training Configuration guides
Localization Online application help
User Interface (UI) design and development Industry-specific product documentation
Copy editing Video scripts
Virtual training material
We collaborate with multiple internal SAP eLearning courses and materials
divisions to create content solutions for SAP

THE CHALLENGE
SAP required a strategic partner to deliver their goals.

SAP operates around a methodol- writing capacity in periods of In all cases, SAP needed experi-
ogy called Run Simple. Run increased demand. For some enced writers who could quickly
Simple is designed to meet SAP’s projects, the company needed get to grips with its tools, process-
need to accelerate and remain writers to integrate seamlessly es, standards, and guidelines.
competitive in a changing econo- with its internal documentation Delivery of learning and training
my, grow while expanding on teams. For others, they needed a materials is a major focus for the
operating profit, and provide a partner to manage projects and company. New acquisitions, for
unique customer experience. It achieve complex objectives with example, must migrate their doc-
encompasses the company’s minimal oversight. This meant umentation to SAP while main-
value generation capabilities, identifying a team that could taining consistency. Equally, new
including processes, technology, work with a degree of autonomy, technology must be explained to
and people. lessening impact on SAP resourc- target users in a clear and
es while generating high-quality, easy-to-understand way. When
As part of its mission to “win the on-time results that increase SAP needed a partner to help
war for talent”, SAP required the value across the entire organisa- deliver these and other strategic
flexibility to strategically expand tion. goals, they came to us.
ACTION
TWi Reduced
Complexity for SAP.

We worked as integrated
SAP team members to sup-
port project planning, upskill
their technical writers, build
relationships, and handle
changes to requirements
and timelines.
TWi’s technical writers worked
on documentation for SAP
projects with experts in Ger-
many, France, the US, India,
Brazil, China, and New Zea-
land. Our primary role was to
support development proj-
ects in locations where SAP
couldn’t source local writers

1 who shared our knowledge of

SAP tools and technology or
our level of skill and precision.
The TWi team looked after every
element of the editing process to 2 This reduced the need for SAP
ensure that SAP standards and
to train and manage external
guidelines were applied consis- When needed, our resources.
tently. team worked on-site, visiting
SAP campuses for training in
We implemented inter- new tools and technologies.
3 nal quality reviews and
technical client reviews We responded flexibly to the changing needs of the client
to ensure that inputs 4 and exploited our ability to scale up and down with
and feedback were demand to ensure that resources were used with maxi-
incorporated. mum efficiency.

THE IMPACT Positive results with minimal client input.

Our writers became experts in SAP’s language, Our relationship with SAP continues to grow, gen-
style, processes, and tools. With our support, a erating positive results such as:
significant amount of internal time was freed up
at SAP for core activities such as training, develop- - Improved content with minimal requirement
ment, and consulting. This increased efficiency for support from SAP management
within SAP, returning capacity to their teams to - Enhanced flexibility and scalability
work without disruption. Feedback emphasised - Dedicated technical writing resources
the high quality and technical accuracy of our - Faster time to market for content solutions
deliverables. - Consistent support from a trusted partner
THE CLIENT’S
PERSPECTIVE
RESULT
With our support, a signifi-
cant amount of internal
“TWi supported SAP Education with
time was freed up at SAP for
the early development of
core activities such as train-
single-source, DITA-based training
ing, development, and con-
material. This material is delivered
sulting.
globally to customers and partners in
the classroom via e-learning and
SAP’s cloud-based Learning Hub. The
team worked hard to understand and
work around the challenges we faced
during a time of dramatic change.
Their extensive SAP experience helped
them to learn quickly and partner with
us. They added value not only in terms
with extensive SAP knowledge and a proven track record
of their authoring, but by co-develop-
- TWi works with SAP on complex new subject areas to
ing processes and tweaking how we
produce product documentation and DITA-based
approached a new toolset and stan-
training for, among others:
dards and guidelines for producing
Financial and banking solutions
written content. Having worked with
Data analytics
other vendors, we found TWi unique in
Supply chain management
this regard.
Transportation management
General content
I was especially impressed by TWi’s
flexibility and how willing and able We support content efforts for strategic topics like HANA,
they are to scale, starting with a team SAP’s in-memory database platform, and Fiori. In parallel, we
of ten, growing to 45, and scaling back work on SAP custom development projects in areas as diverse
down in response to changing busi- as agriculture and leasing. TWi also manages migration of con-
ness requirements. Consistently tent to SAP from newly acquired companies and trains new
high-quality standards have been SAP technical writers to use the company’s authoring tools
maintained throughout our collabora- and processes.
tion.

TWi is a highly professional and valued

SAP supplier with whom we envisage
maintaining a long-term relationship.”

Amy Sellers, Senior Director for Educa-

tion Portfolio Management, SAP

+353 21 242 8800

technicallywriteit.com
[email protected]