Introduction
Unlocking efficiencies by getting complex content ready for a new customer service platform
To strengthen its customer support, our client, a global retailer operating across multiple marketplaces and languages, upgraded its customer service tool. Migrating its extensive help and support content into a new Component Content Management System (CCMS) quickly proved more complex than expected.
A straightforward transfer was impossible. The new platform didn’t feature the same functionalities, formats had to be adapted, and content needed reworking to align with the new templates and maintain the right tone of voice. Confronted with a vast volume of documentation to review and reauthor, the client turned to Altuent as a trusted partner to streamline the process and unlock efficiencies.
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Challenge
Tackling high volumes of content to support content migration
To reduce service costs, speed up call times, and provide better assistance, a global retailer sought to modernise its customer support tool. The challenge? Thousands of documents required reauthoring, yet internal resources were stretched too thin. That’s when they turned to us for expert technical writing and technology support.
Key challenges
- A vast volume of documents made reauthoring time-consuming and resource-heavy
- Features from the old tool were not supported in the new platform, blocking a direct migration
- Limited internal capacity to manage the workload
- Every document required checks for consistency, brand tone, and readability improvements
Our approach
Breaking barriers to migration through expert support and smart content practices
Embedded within the client’s workflows and teams, we operated as an extension of their organisation. This close integration meant onboarding was seamless, and we could begin delivering value immediately. Our experienced writers maintained an internal knowledge base and SOPs, handling most queries internally through dedicated chats before escalating. This approach saved the client significant time and ensured we worked as a true partner, not just a service provider.
Our primary goal was to ensure no content was lost or degraded during migration. To achieve this, we focused on two core areas: linguistic QA and functional QA. We created a streamlined workflow where the client assigned topics, and our team updated and reviewed them with both QA processes running in parallel. All content was processed through XMetaL, even when received as plain text, with unsupported tags, or incomplete formatting.
Linguistic QA
- Created a checklist to remove outdated tool references
- Reviewed all images to confirm relevance and accuracy
- Assessed subheaders and headers to validate content requirements
Functional QA
- Verified content rendering for consistency
- Removed obsolete design elements such as accordion menus and table headers
- Standardised list formatting for clarity
- Ensured required images were correctly migrated into the system
- Removed unsupported or broken links
Once verified, content was cleared for translation and publication across all required languages and marketplaces.
Our project management ethos
We took ownership of project management, acting as a true partner. Using status trackers and internal chat, we ensured questions were resolved quickly and no tasks stalled. Our deep knowledge of the client’s environment meant we hit the ground running and delivered without disruption.
The results
Supporting migration by delivering translation-ready, single-sourced content at scale
With content restructured, verified, and quality-checked inside the new tool, the client was able to deliver clearer, more consistent answers to customers. Customer service agents reduced call times, and content was translation-ready across all required languages and marketplaces.
The value of our contribution extended beyond the project itself. We were accepted as a trusted translation partner and are now working with the client to explore automation opportunities that will unlock further efficiencies.