SubscribeThe Dutch water company PWN was one of the first utilities in the Netherlands with a custom mySAP implementation.
First implemented 5 years ago, the system continues to provide value - in no small part due to a custom, translated, context-sensitive Help system developed by Scriptware.
Knowledge exchange
In 2002, support ended for PWN's dated Baan Triton system. Planning already underway resulted in the cooperation with SAP and eFactory for a generic implementation of mySAP. The system, dubbed myWaternet.com, is applicable to other water companies and offers:
- user access via web-browser;
- minimum training and deployment costs;
- predictable investment via Service Level Agreement;
- scalability and interoperability.
Clear Language
Early in myWaternet.com's implementation phase, PWN recognized the need for good user help. Hans Berkhout, Senior Commercial Advisor and key user at PWN: "User training required proper, accessible documentation. Post-training, too. We needed to support a broad range of users - experienced and otherwise. So we made documentation a priority. "
Context sensitive
eFactory contacted Scriptware - known for multi-language technical translation - to do the job. Pieter den Hartigh, project leader, explains: "Scriptware is specialized in writing and translation. Our consultants are specialized in software implementation. Scriptware could do the job faster and more efficiently. And far better: Scriptware's online help text is accurate, clear and consistently laid-out. The user benefits. As a project manager, my choice was easy: Scriptware offered rapid, cost-effective service....and delivered.
Throw it over the wall
Scriptware's writers and translators have extensive experience with SAP. Still, every project requires specific instructions and regular feedback. To reduce workload, Scriptware devised a method to keep consultants up-to-date: a periodic "movie" of screen dumps which mirrored the software transactions and accompanying help text. Den Hertigh was skeptical: "I remember thinking: 'this will never work.' We throw the program over the wall and they throw fully developed, context-sensitive documentation back? But that's basically the way it went. The effort necessary on the consultants' part turned out to be minimal. Documentation went quickly and efficiently with no impact on project timelines. I'm pleased with the result."
Scriptware translates technical materials from software help text and menus to handbooks, manuals, data sheets and marketing materials. In this case, PWN chose Sciptware to provide useful, context-sensitive support to myWaternet users. The advantage is clear: immediate help at any point without searching. That was PWN's goal.
Along the way, Scriptware and eFactory tackled a few technical barriers: accessibility from any SAP screen; browser independence, etc.. PWN personnel are now supported anywhere there's an internet connection.
Refresher
As a key user, Hans Berkhout relies on Scriptware's documentation. "We use it extensively in training. But it really proves its worth later on. During training, colleagues are swamped with information. Being able to find your own way after the instructor's gone is the trick. It's a solid, useful refresher course on its own. And new employees are quickly up and running. The online help is great support and always available."
Benefits
Both PWN and eFactory benefited by hiring a documentation specialist. Rapid delivery and low cost were just the start. PWN's company-specific, context-sensitive help text saves time and money every day.
Scriptware's main business is technical translation. 60+ language directions. Accurate, rapid, cost-effective. Rely on Scriptware to deliver on-time and on-budget in all formats - from XML to HTML, MSWord to FrameMaker. In 2006, Scriptware launched the successful DocZone content management system. See www.scriptware.nl for more information.
PWN is a water company - and nature conservator - on Holland's North Sea shore