Medical Device Manufacturer Case Study

Urbina Consulting was brought in to lead a team of international consultants and help define theglobal business ROI argumentation and project vision, as well as make recommendations anddelivertraining on the skills and conceptsrequired to goomnichannel.

This organisation makes medical devices including linear accelerators and software for treating cancer and other medical conditions. Their revenues are in the range of 3B per year and employ over 7,000 staff in 70 countries. 

This major high-tech medical device manufacturer had a diverse set of audiences and complex content deliverables. They wanted to drive true digital transformation for their users by developing an aligned strategy across content from marketing, user documentation, internal service documentation, and training.

Urbina Consulting was brought in to lead a team of international consultants and help define the global business ROI argumentation and project vision, as well as make recommendations and deliver training on the skills and concepts required to go omnichannel. Content formats and channels analysed and remodelled for in the short term included print, web, and apps. Chatbot, voice interaction, and augmented reality are all on the roadmap for the coming years.

Working with various stakeholders, Urbina Consulting recommended systems architecture approaches to allow for mining and working with 10s of thousands of pages of legacy information, knowledge base assets, and training materials to provide an integrated content search, metadata, and knowledge management platform.

Using a new content management system, with plugins that featured artificial intelligence for natural language processing guide the authors in the new way of writing, the business was able to reduce source content volumes by 30%, with corresponding reductions in effort to translate, review, and publish content, while simultaneously improving the team’s ability to ensure consistency across deliverables and channels.