A global corporation faced challenges improving its Customer Resource Portal after shifting from unstructured PDF content to a structured DITA-based system. The portal housed extensive product and service information tailored to different regions, but customers struggled to easily find relevant content. Despite the transformation effort, the organization had difficulty achieving a strong return on investment, as content remained hard to navigate and underutilized. These issues limited the portal’s effectiveness in delivering a personalized experience, reducing customer satisfaction and making it harder for users to quickly access accurate, location-specific information about products and services.

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