parson advises SEEBURGER on digital documentation and self-service
SEEBURGER plans to modernize and digitize its learning materials, including technical documentation, video tutorials, troubleshooting guides, and training courses. The goal is to develop efficient processes and content for customer self-service. A central help platform will enable customers, partners, and employees to independently complete tasks related to SEEBURGER products. To ensure the strategic implementation of these changes, SEEBURGER commissioned parson to conduct a 360-degree analysis of existing processes and tools and deliver clear recommendations for action.
The goal: Modernize learning materials and introduce self-service
SEEBURGER is planning to launch a central help platform to provide customers, employees, and partners with comprehensive information and instructions on SEEBURGER products. With this platform, SEEBURGER aims to enable all users to find information quickly and solve issues independently (self-help). The help platform will be designed to efficiently compile knowledge and reduce the workload on the support team.
At the same time, SEEBURGER aims to optimize its content processes. The company plans to standardize and modernize existing workflows, transform traditional documentation into effective learning materials, streamline content creation, and enable the use of artificial intelligence.
For the strategic planning of this transformation, SEEBURGER commissioned parson to analyze existing content processes and tools and develop recommendations for action.
Why is educational content important for SEEBURGER?
SEEBURGER develops modern, scalable platforms for integrating applications and processes. Our products are used by experts. To support them in selecting and operating our software, we aim to provide high-quality content and information. We are modernizing our tools and processes to ensure this content is easily accessible and always up to date.
How did parson approach this project?
Our consulting approach for the digitalization and modernization of learning materials is step-by-step. We begin with a thorough analysis of the content processes, systems, and content structures. This includes benchmarking the company’s information against that of comparable competitors. Next, the customer's stakeholders evaluate the identified pain points and best practices, allowing for a weighted evaluation of the current state. Based on this analysis, we develop and prioritize recommendations for action.
360-degree analysis of content processes
parson conducted a comprehensive 360-degree analysis to map the company's content processes. Steps of this analysis:
- Define goals for modernizing and setting up a help platform
- Analyze sample inventory documentation
- Analyze content processes for technical writing, support, and training
- Take stock of content processes and systems along the authoring workflow, including interfaces with other departments, such as software development, through interviews
- Identify optimization potential and best practices
- Evaluate the current situation in a workshop to make a weighted assessment of individual situations
- Evaluate the analysis results and develop recommendations for modernized content processes
Competition analysis
We also conducted a competition analysis to identify best practices for providing information effectively and enabling customers to help themselves.
The competition analysis revealed how SEEBURGER compares to its competitors. We found that SEEBURGER's support is particularly easy to access, and its contributions to the community are above average. This benchmarking enables SEEBURGER to proactively enhance its information services and further strengthen its market position.
Roadmap with recommendations for implementation
Based on the 360-degree analysis, we developed a roadmap with specific actionable recommendations to strategically align the technical content with the self-help approach and create conditions that enable the use of AI.
- Design a for SEEBURGER
- Model customer journeys
- Model customer journeys for customers of the new cloud software
- Derive information needs for customers and requirements for learning material
- Identify tool requirements and develop an
- Determine the requirements for the new authoring and content delivery solution
- Develop a topic-oriented information architecture with a and decide which product documentation will be converted to the new architecture
- Standardize the tool chain for creating content and images
- Proof of concept and content prototyping
- Conduct a proof of concept for the new authoring solution and help platform
- Create a content prototype for new content structures and validate the information architecture
- Introduce the new system and migrate legacy content
How helpful was parson's analysis for SEEBURGER's next steps?
After parson analyzed our content processes, we had a thorough understanding of the current situation. For each individual aspect, parson recommended a course of action. This structured approach, combined with the expertise of the parson consultants, resulted in useful recommendations that we can prioritize and implement as we see fit.
Results and benefits for SEEBURGER
As part of the consulting project, we developed a clear strategic roadmap for SEEBURGER.
With these recommendations, SEEBURGER can develop a content strategy that lays the foundation for scalable self-service structures for employees, customers, and partners.
Working with the parson experts is not only professional, but also personally pleasant. Their consulting is well-founded, solution-oriented, and reliable, which builds trust. Together, we are shaping a path that suits SEEBURGER and truly moves us forward.
Outlook: What's next?
In the next project, we will start implementing the roadmap and gathering requirements for authoring solutions and content delivery.
About SEEBURGER AG
SEEBURGER is a global integration software and services provider, empowering organizations to simplify complexity, accelerate automation, and scale digital transformation. The SEEBURGER Business Integration Suite (BIS) is a modular, AI-powered platform that connects applications, partners, and data – across cloud, on-premises, and hybrid environments.
With BIS Hub for collaborative low-code integration, BIS Server for enterprise-grade control, and Accelerator Services for expert-led enablement, SEEBURGER supports a wide range of use cases including EDI, management, MFT, SaaS integration, and ERP orchestration.
Founded in Germany and family-owned since 1986, SEEBURGER serves more than 14,000 customers worldwide – across industries such as automotive, manufacturing, retail, finance, logistics, and utilities. Over 1,200 employees worldwide ensure continuous innovation, trusted performance, and secure, compliant integration at scale.