Achieve high-precision HTML manual creation for EC construction package software using RoboHelp

Interview cooperation: Tohoku Media Co., Ltd.
(From left in the photo) Mr. Seira Saeki from the System Headquarters Support Center, and Mr. Naoto Takahashi from the System Headquarters

East Communications Media Co., Ltd. Overview

・Established: April 1981

・Established: April 1986

・Capital: 50 million yen

・Business Contents: E-commerce system, WEB marketing, BPO, RPA service, media planning, creative production (https://www.totsumedia.co.jp/index.html)

Services

・Creating HTML manuals for EC construction package software using RoboHelp

Project Background and Challenges

- Can you tell me about the overview of the project?

Mr. Takahashi: Our company develops, sells, and maintains systems and EC sites for mail-order companies, and we also sell an EC construction package software called "Mail-order Marketer". In this project, the main purpose is to renew the "Mail-order Marketer" and refresh the manual accordingly. We have requested your company to create the manual for us.

- What specific challenges did you face during the manual renewal process?

Mr. Takahashi: There were mainly three issues.
The first one was the inefficient way of publishing manuals. Previously, we created manuals in Word and converted them to PDF to provide them individually to customers. However, we felt the need for a system that would allow easy access to manuals on a web page. However, we determined that it would be difficult for us to create such manuals in-house, so we considered outsourcing.

The second issue was the low usability of the manual. The manual was composed of multiple booklets and lacked cross-referencing and links between booklets, making it difficult to find the desired information. We thought that by converting the manual to HTML, we could improve its searchability and make it more user-friendly for our customers.

And the third point is that the time spent on responding to inquiries from customers was significant. If customers are able to solve problems through the manual, there is a possibility of reducing the time spent on responding to inquiries, and that was our goal. We wanted to create a useful manual that customers can actually utilize.

Reasons for Choosing Human Science

- It seems that you have considered multiple companies, but what was the reason for choosing our company in the end?

Mr. Takahashi: We have prepared our internal structure for creating the manual, but there are still some incomplete parts in the design document for the system renewal. Due to the situation where the specifications are not yet finalized, we anticipate various changes to occur during the project, and we were looking for a company that is capable of detailed communication and flexible response.

We had meetings with multiple companies, but among them, your proposal was specific and met our needs, and we felt that you would be flexible in communication, so we decided to ask your company.

Points for Progress



Overview of Proposal by Human Science
We propose "RoboHelp" as an HTML manual creation tool.
From a single source, it is possible to output manuals with different structures and content for administrators and general users.

Introduction Effect and Evaluation of Human Science

- Have you actually implemented it and seen any results or achievements?

Mr. Saeki: We received a manual with much higher accuracy than what we could create in-house.
As a support center, it was very convenient for us to start using it.
Also, when providing manuals to our customers, we usually have to customize them according to their needs. However, the manual we received was very helpful even when adding additional content.

Mr. Takahashi: In addition to utilizing it at the support center, I am aware that it can also be used for internal confirmation work and lectures.

- Is it true that you are actually providing manuals to your customers, and are they being published on your company's website or elsewhere?

Mr. Saeki: Currently, we are sending manuals in HTML format to customers who have implemented our システムグループ.
As a future prospect, we plan to add a function to call for help from the system proposed by your company.

- Did our delivery include a RoboHelp manual and lecture session? Did it help you?

Mr. Saeki: Yes, it was very helpful. I honestly didn't understand how to use RoboHelp, so I really appreciate your detailed explanation. However, since RoboHelp is a tool that I am not used to using regularly, there are some parts that I don't understand how to use.

- Understood. If there are any opportunities for me to be of assistance with how to use RoboHelp, please do not hesitate to contact me. Thank you for your continued support.

<RoboHelp Benefits>　

- Can you please share any feedback or issues you have experienced in terms of communication and projects with our company?

Mr. Takahashi: To be honest, this project was a difficult one that couldn't be solved easily.
The software itself was still in development and we were working on it with incomplete design documents. We recognize that there were also issues on our side, but we feel that if we had received more detailed support from your company, such as progress management and hearing according to the situation, the project would have progressed even more smoothly.

Future Outlook

- We would be grateful if you could continue to support us in the future. Do you have any specific ideas or prospects for how to use it?

Mr. Takahashi: We would like to further enhance the utilization of manuals. Specifically, we are considering publishing manuals online and incorporating a help function for "online marketers". We want to provide our customers with a more effective way to utilize manuals. Additionally, as "online marketers" themselves are also evolving, it is important to reflect this in our manuals.

- It was a great opportunity to hear about the situation where the release was successfully completed and actually introduced to our customers. If there are any further improvement suggestions regarding the use of the manual in the future, please feel free to let us know.

Mr. Takahashi: We would like to continue expanding the sales of our newly renewed "Online Marketer" in the future. At that time, we would like to make the most of the manual we have created and maximize its effectiveness. If there are any further inquiries at that time, we would appreciate it if you could contact us. Thank you for your continued support.