Ninety percent of published information is stale; customer are over-loaded with information, but usually cannot find what they need; the field force is dispatched to service calls with incorrect instructions; helps desk desperately shuffle through a myriad of papers to find obsolete information. It’s no wonder that customer satisfaction is low, service cost are high, and legal exposure is high.
Creating and using redundant, inconsistent, and unstructured information for formal publishing requirements is a recipe for failure. just as you wouldn’t tolerate uncontrolled data in your organization’s financial management systems, you can no longer afford to handle your intellectual content in an uncontrolled, unconstrained, error-prone, and highly labor-intensive manner.
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