Case Study: Technical Writing Team for a Financial Services Company

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Case Study | A dedicated technical writing team for a world leader in financial information and solutions


The Client

A world leader in financial information and solutions


The Requirement

The client was developing a suite of applications for financial analysis that helped finance professionals arrive at well-reasoned investment and trading decisions. The suite provided in-depth research from multiple sources, comprehensive historical market data, latest news, and a set of powerful charting tools that helped financial professionals model and analyze complex what-if scenarios. In addition, customizable alerts helped customers stay informed, and refine their analysis and decisions.

The suite covered a wide range of financial instruments covering equities, fixed income, money markets, forex markets, commodities, and realty.

The client was looking for a technical writing company that had the financial domain knowledge and the technical writing expertise to create comprehensive documentation that included:

  • Technical References
  • User Guides
  • Online References
  • API References
  • Workbooks


The Solution

After a vigorous selection process that included a comprehensive proof-of-capability phase, ibruk Consulting was selected as technical writing vendor. We started with a 2-member dedicated technical writing team for the client and within the year the team grew to 5 technical writers. We also included a Subject Matter Expert on the team to help resolve queries and to verify the technical accuracy of the content.

During the peak demand, we had a 10-member technical writing team (for about a year); the steady-state team size was 6 during the 7 years that we created documentation.

In the start-up phase, the client’s Technical Writing Lead flew down to India and trained our 2-member technical writing team for 2 weeks on the:

  • Solution
  • Deliverables
  • Documentation standards

The team then started creating deliverables under the supervision of the client’s supervision and were extensively mentored so that they met the client’s SLAs and quality metrics.

This 2-member team later trained the technical writers who later joined the team.

ibruk Consulting also organized additional training on:

  • Fixed income securities
  • Derivatives
  • Information Mapping


During the course of the association, ibruk Consulting was entrusted with:

  • Creating new templates
  • Creating a custom Mif2Go-based Adobe FrameMaker to HTML document converter
  • Evaluating new technical writing tools and technologies


Tools Used

  • Adobe FrameMaker
  • Adobe RoboHelp
  • Mif2Go
  • Microsoft Word


Benefits Delivered

  • Cost reduction of over 40% in comparison to an in-house team
  • Ability to create a wide range of documentation from technical to marketing to customer-facing
  • Updated templates and document converters
  • Standards-based, translation-ready content

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