ATOSS Software SE, based in Munich, is a pioneer in providing sophisticated workforce management solutions. Their mission is to optimize workforce efficiencies, ensure cost-effective staffing, and maintain legal compliance across various industries. However, the complexity of managing extensive technical documentation in a multilingual environment posed significant challenges. 

The Challenge: A Multifaceted Documentation Landscape 

ATOSS’s global presence necessitated the management of a vast array of technical documentation. These included detailed reference manuals, user guides, and support resources in three languages. The existing system was inadequate for handling the complexities and nuances of DITA XML content.

This led to inconsistencies in information and delayed updates. The robust capabilities of DITA XML to support complex documentation scenarios, along with the multilingual capabilities built into the standard, provided the solutions needed to address these inefficiencies, however ATOSS lacked a tool that would allow them to take full advantage of those capabilities. 

Opting for MadCap IXIA CCMS stemmed from several critical needs:  

  • Product variants, regular release management, agile localization and delivery: ATOSS leverages the full potential of Dynamic Release Management (DRM) to handle product variants, manage regular release cycles, and implement a development/delivery parallel branch setup. This setup is crucial for their agile localization and delivery process, ensuring that content is updated and delivered in sync with their agile software development. DRM's powerful branch and merge system, coupled with integrated conflict resolution and precise version control, guarantees that documentation remains accurate and consistent across all iterations. This approach minimizes disruption and maintains content integrity, allowing ATOSS to efficiently manage complex documentation requirements unique to their workflow.  
  • Robust native DITA support: IXIA CCMS's ability to manage complex DITA content structures efficiently allows for enhanced scalability and adaptability, enabling ATOSS to maintain structured and standardized documentation across diverse teams and projects. This capability is crucial as ATOSS pulls in external content in DITA format, including software strings and whole topics, allowing seamless injection into their multilingual documentation. 
  • Multilingual content management: The necessity to streamline the creation, management, and publication of content in three languages is met with IXIA CCMS’s robust features. ATOSS utilizes the localization scheduler to send finalized content for translation at the topic level, supporting an agile process. This ensures consistent localization workflows and seamless updates across all language versions, maintaining global reach and local relevance.
  • Integrated proofreading and review workflows: Ensuring accuracy and consistency across all documentation by facilitating collaborative editing, real-time feedback, and version tracking, which enhances the quality control processes and reduces the risk of errors in published materials. 

Streamlining an agile multi-version documentation approach  

The decision to implement IXIA CCMS was driven by ATOSS's need for robust DITA support and efficient multilingual content management. The integrated proofreading and review workflows promised to ensure accuracy and consistency across all documentation, addressing the core challenges faced by ATOSS. But an overriding advantage that tipped the balance in their choice of IXIA CCMS was that of Dynamic Release Management (DRM). From their research, they had two compelling examples like their use case, where DRM's flexibility and power are best illustrated through its real-world applications, spanning industries from finance to manufacturing and beyond. IXIA CCMS DRM had proven its worth.  

The first was that of a leading payment card services corporation’s use of DRM to achieve a company-wide reuse and content consistency highlights the module's capacity to simplify and enhance content management processes. By moving away from traditional methods of managing ditavals and conditional processing, their teams achieved greater scalability, visibility, and control. DRM allowed them to create and manage documentation more efficiently, with enhanced consistency, better user visibility, and increased administrative control.  

The second example was that of a design, analysis, and product data management software enterprise’s adoption of DRM revolutionized its localization processes, enabling a more streamlined workflow that was previously deemed impossible. The ability to keep documentation distinct and ensure that content is appropriate for each version of the software underscores DRM’s robust version control capabilities. Furthermore, their experience highlights DRM’s ease of implementation and the positive impact on team collaboration and workflow. 

Why did ATOSS choose IXIA CCMS as opposed to other solutions? 


100% DITA Support 

We chose IXIA CCMS primarily for its comprehensive support of DITA standards, which is crucial for our documentation needs. IXIA CCMS not only handles complex DITA content structures efficiently but also ensures full compliance with DITA's robust architecture. This allows for better scalability and manageability of our content, facilitating updates, maintenance, and reusability across multiple documents and platforms. The system's ability to leverage DITA's features fully ensures that our documentation processes are streamlined and future-proof. 

Proofreading and Review Workflows 

The integrated proofreading and review workflows in IXIA CCMS were a significant factor in our decision-making process. This feature ensures that all documentation undergoes thorough checks for accuracy and consistency before publication. By enabling collaborative editing, real-time feedback, and stringent version control, IXIA CCMS enhances our quality control processes, substantially reducing the risk of publishing errors. These workflows support a collaborative environment where changes can be tracked and reviewed systematically, improving the overall quality of our outputs. 

Import of Generated DITA Files 

Another key reason for choosing IXIA CCMS is its capability to seamlessly import content, including generated DITA files. This functionality is essential for integrating content from various sources and tools. The ease of importing these files into IXIA CCMS allows us to maintain continuity in our documentation efforts without the need for extensive manual adjustments or reformatting, thereby saving time and reducing potential data loss or inconsistencies during the transfer process. 

Review in Target Languages 

The ability to review content in the target language directly within IXIA CCMS stands out as a crucial advantage. This capability is particularly beneficial for our multilingual documentation needs, as it allows reviewers who are native speakers to assess and refine content in their language, ensuring that translations are not only accurate but also contextually appropriate. This direct review process helps in maintaining the quality and relevance of localized content, which is pivotal for our global audience. 

MadCap IXIA CCMS: Beyond Simple Sharing

An on-premise/cloud-based DITA solution with an intuitive authoring interface

 The web client provided by IXIA CCMS offers a modern, user-friendly solution for working with XML files, which greatly influenced our choice. Its intuitive authoring environment is designed to simplify the complexities of XML editing, making it accessible even to those without deep technical expertise in XML. The up-to-date interface and tools ensure that all team members can collaborate effectively, with real-time updates and easy access from anywhere, enhancing productivity and encouraging a more dynamic workflow. 

Each of these features of IXIA CCMS addressed specific challenges we faced with previous systems or potential alternatives, providing a more integrated, user-friendly, and efficient solution tailored to our complex documentation and content management needs. 

Transformative Features of Dynamic Release Management (DRM)

IXIA CCMS Branch Management

The complexity of managing product documentation across multiple versions and platforms demands not just solutions but revolutions in content management. IXIA CCMS’s DRM module stands at the forefront of this revolution, offering a comprehensive system that goes beyond simple branching. It provides multi-level content management, with product-specific content at the top and increasingly product-agnostic content in the lower library levels. This structure streamlines the content creation and delivery workflow, surpassing the capabilities of traditional systems and ensuring precise control and scalability across diverse documentation needs.

DRM isn’t just another tool in the content manager’s arsenal; it’s a fundamental change in approach to how content is handled, shared, and reused across the organizational spectrum. Its ability to support multiple product versions, facilitate product variant documentation, and enable continuous delivery is just the tip of the iceberg. What sets DRM apart is its innate understanding of the content lifecycle and the diverse needs of those who create and manage this content.  

By enabling the separation and isolation of content into distinct containers, DRM allows organizations to tailor their documentation to the specific needs of each product variant or version. This not only maximizes the efficiency of content reuse but also ensures consistency and accuracy across all documentation. DRM’s approach to content management—focusing on strategic content isolation rather than indiscriminate branching—prevents the unnecessary proliferation of content, thereby streamlining the documentation process. This capability allows for different release cycles to be applied to various content containers, supporting multiple delivery models for content within the same document and across the entire documentation set, all under central administration and control. 

Migrating to IXIA CCMS: A Journey of Transformation 

The transition to IXIA CCMS was a strategic and methodical process, taking approximately one year. ATOSS established a dual-server setup - production and staging - to test and refine the system before going live. The role of IXIA CCMS technical consultants and DITA specialists was pivotal in ensuring a smooth transition. 

The transition included training for ATOSS's team to effectively utilize IXIA CCMS's features, ensuring a smooth changeover and maximizing the benefits of the new system. ATOSS invested in training sessions for their team to familiarize them with the new system. 

Overcoming Challenges with Unique Solutions 

DRM's Impact on Information Architecture and Localization  

DRM’s influence extends beyond the simplification of content management to the very foundation of information architecture and localization strategies. Information architects benefit from DRM’s structured approach to content organization, which allows for the efficient categorization of content by product and the establishment of various levels of access rights. This not only enhances content security but also provides a framework for more organized and accessible documentation.  

For authors, DRM offers the freedom to access content from permitted branches only, thus fostering a sense of autonomy and focus on their work. The system’s design ensures that authors can apply fixes across various versions easily, enhancing the overall quality and consistency of the documentation. Localization managers, on the other hand, find DRM invaluable for its ability to streamline the localization process, ensuring faster delivery of localized content and making it easier to kick off localization projects based on the required branch.

ATOSS Issue 

IXIA CCMS Solution 

Collaboration Across Teams 

Ensuring efficient collaboration between different teams (writers, editors, translators) was difficult due to disparate systems. 

Enhanced Collaboration Tools: The system improved collaboration by providing a unified platform for all teams, facilitating better communication and workflow management

Keeping Up with Rapid Updates 

Rapidly updating content in real-time to keep pace with product changes posed a challenge. 

With IXIA CCMS, ATOSS leveraged parallel delivery branches and initiated localization as soon as a topic was finalized. This agile delivery at the topic level enabled quicker and more efficient updates to content, ensuring their documentation remained current with product changes.

Asynchronous and Convoluted Content Reviews 

Streamlined Review Workflows 

Using the integrated collaborative review workflows and processes, the proofreading and review processes became more efficient, leading to quicker content updates and ensuring that documentation remained current and accurate. 

Translation and Localization

Streamlined Translation & Localization Processes 

While initial translation times increased, ATOSS streamlined these processes over time, introducing more efficient workflows and exploring advanced localization tools for integration. IXIA CCMS's capabilities in handling DITA XML content and managing multilingual content were pivotal in allowing for seamless creation, updating, and distribution of translated and localized content across various markets.

User Adoption and Resistance to Change

Employees were initially hesitant to adapt to the new system. To facilitate the change, ATOSS conducted extensive training sessions and workshops to familiarize their team with IXIA CCMS, emphasizing its benefits and efficiency.

Data Migration Complexity 

As with all content migration projects, transferring existing content into the new system was going to be complex and time-consuming. 

To tackle the issue head on, ATOSS developed a phased migration plan, utilizing MadCap's support to ensure seamless data integration.

Customization Requirements 

Tailoring IXIA CCMS to ATOSS's specific needs was a challenge. 

Configuring the system with the help of MadCap consultants, ensuring it met their unique content management requirements.

Future Vision: Evolving with Technology 

ATOSS is not just stopping at the current success. They are actively exploring integration with additional tools and technologies to further enhance their content management capabilities. This includes: 

Testing AI Positron Assistant

ATOSS intends to test the IXIA CCMS Add-On — AI Positron Assistant to further optimize their documentation processes. This add-on brings AI-powered actions directly to Oxygen Web Author, to enhance content creation, accuracy, and consistency by providing intelligent suggestions and automating repetitive tasks. Consequently, the documentation team will be able to focus on higher-value activities.

Evaluating Advanced Translation Tools 

ATOSS is actively exploring advanced translation tools to improve both the speed and quality of their translations. They are considering integrating these tools directly with IXIA CCMS for a more seamless translation process. 

Continuous Learning and Adaptation 

The company is committed to staying current with the latest features and updates from MadCap Software. They emphasize the importance of adapting to new functionalities and improvements in IXIA CCMS to maintain a leading edge in content management. 

Navigating the Future with DRM

As organizations continue to navigate the challenges of managing complex documentation across multiple product lines and versions, DRM stands out as a critical tool for achieving efficiency, consistency, and flexibility in content management. The success stories of companies leveraging DRM underscore the module’s ability to adapt to the unique needs of each organization, driving improvements in documentation quality, workflow efficiency, and overall content strategy.  

The dynamic nature of DRM, combined with its powerful features and real-world applications, makes it an indispensable component of the modern content management ecosystem. Whether it’s simplifying the localization process, enhancing version control, or enabling more efficient content reuse, DRM’s impact is profound and far-reaching.

Setting a New Standard in Technical Documentation 

New standard in technical documentation

IXIA CCMS has empowered ATOSS to revolutionize their approach to technical documentation. The comprehensive features and capabilities of IXIA CCMS have enabled the organization to maintain a high standard of accuracy, consistency, and efficiency in their documentation processes. This use case exemplifies how innovative technology solutions like IXIA CCMS can transform the complexities of global content management into streamlined, efficient, and effective operations.

ATOSS's journey with IXIA CCMS is a shining example of technological empowerment. The positive outcomes highlighted in this use case- from the intuitive user interface that streamlined daily workflows, to the responsive and insightful customer support - paint a picture of a company not just adapting to new software but thriving with it. ATOSS's proactive stance on continuous improvement and embracing new features and updates from MadCap showcases their commitment to excellence in global content management. This case study is a testament to how innovative solutions like IXIA CCMS can elegantly transform complex content challenges into opportunities for efficiency, quality, and global engagement.