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Lecture

From Horse Drawn Buggies to Self Driving Cars – Trailblazing Our Way to Cloud based Help

The topic of this session is based on the project to develop and implement cloud-based, modernized help content at Epicor across multiple product lines.

Epicor Software Corporation is a global software company that provides industry-specific business software designed around the needs of manufacturing, distribution, retail, and services organizations.
When we started our journey to modernize our help content, we realized that, as technology development continues to speed up, our content delivery needs to keep pace. We need to provide customers with current, easily digestible, task-based assistance that helps them get the job done as quickly as possible.

We are in the process of a company-wide initiative to transform our legacy help content from traditional help to modern, cloud-enabled, knowledge-base help. We provide content in short articles with simple, conversational language. We include simple user interface graphics, animated GIFS and embedded videos that keep our content easy to follow and visually interesting.  These features combine into a robust help ecosystem that lets us help users of all ages and learning styles.
It was also critical for us to be able to maintain single source content while retaining the ability to publish that content to different mediums like our cloud-based help, PDF manuals, Word documents, and offline HTML help systems.

In this session, we will talk about our help vision, managing the project, and how we developed our company wide styles and standards. We will also discuss how we redesigned and are implementing our new help. We will touch on lessons we learned along the way and provide suggestions for other companies on their path down the help modernization journey.