POSSUM Kassensysteme uses Typemill to operate a public customer help center and a protected internal knowledge base with a consistent Markdown-based documentation approach. The platform also enables POSSUM to turn its online documentation into professional PDF manuals for individual POS systems.

Documentation for Customers and Employees

POSSUM Kassensysteme is a German provider of modern point-of-sale systems with integrated card payment solutions. The company supports customers in hospitality, retail and service industries with POS hardware, software, system configuration, training and personal support.

As the product portfolio and the range of available features continued to grow, reliable documentation became increasingly important for both customers and employees.

POSSUM therefore wanted to replace separate documentation structures with a consistent and future-ready knowledge foundation. The main requirements were:

  • A public help center for customers.
  • A protected internal knowledge base for employees.
  • Structured and portable content based on Markdown.
  • Clear separation between public and internal information.
  • Simple maintenance by non-technical editors.
  • Professional web and PDF publications from the same content.
  • A solid content foundation for future AI-supported applications.

Why POSSUM Chose Typemill

Typemill combines structured Markdown content with an intuitive editorial interface and flexible publishing options.

The existing customer documentation was successfully migrated to the new POSSUM Help Center. Customers can now find instructions and support information about the POSSUM POS application, hardware, card payments, myPOSSUM Cloud, interfaces and related services in one central location.

At the same time, POSSUM operates a separate internal knowledge base for authorised employees. Both environments follow the same documentation principles, while public and confidential information remain clearly separated.

This gives POSSUM a consistent way to create, maintain and publish knowledge without making internal content publicly accessible.

From Online Help Center to POS Manual

The ability to publish documentation in different formats was an important reason for choosing Typemill.

Content from the help center can be structured and formatted as a professional PDF manual for a specific POSSUM POS system. Customers can therefore use the continuously updated online documentation or receive a clearly formatted manual for offline use.

Maintaining the information in a structured Markdown format reduces duplicate editorial work and helps keep the web and PDF versions consistent.

Benno Heimpel, Managing Director of Heimpel GmbH, explains:

“Our goal was to create more than a new customer help center. We wanted a consistent and future-ready knowledge foundation for customers and employees, based on Markdown and with a clear separation between public and internal information. The ability to turn our documentation into professional PDF manuals for individual POS systems was another decisive advantage. At the same time, the structured content gives us a strong foundation for future AI-supported services.”

Results and Benefits

With Typemill, POSSUM has established a scalable documentation platform for customer service and internal knowledge management:

  • Consistent documentation: Public and internal content follows shared editorial standards.
  • Improved customer self-service: Customers can quickly find answers in the public help center.
  • Professional PDF manuals: Documentation can be formatted for individual POS systems and provided for offline use.
  • Efficient maintenance: Web content and manuals are managed from the same structured foundation.
  • Protected internal knowledge: Confidential information remains separated from public documentation.
  • Future-ready content: Markdown provides a portable basis for future integrations and AI-supported applications.

Typemill enables POSSUM to provide accessible customer documentation, securely organise internal knowledge and publish professional POS manuals from one consistent documentation approach.