This week, Bloomfire VP of Marketing, Mark Hammer, sat down with Ami Johnson from TicketForce to discuss how TicketForce is using Bloomfire and their approach to knowledge management and client communications. Here is an excerpt from that conversation – you can watch the entire recorded webinar here.
How do you use Bloomfire at TicketForce?
Essentially it serves as our online knowledge base for our software clients. So we will post release notes, manuals, documentation, and things of that nature.
It’s actually integrated with our ticketing software so if a client clicks our help button, they’ll be logged into Bloomfire. No matter what kind of industry they’re in they can learn more about our software and keep updated on new enhancements and new features. It’s really a way to have that documentation available at any time.
Who are your clients that login to Bloomfire?
We have a variety of clients and are not necessarily in one niche market. Our clients include raceways and speedways, performing arts centers, universities, historic theaters, nonprofits, public and private sector arenas, and convention centers.
The great thing about Bloomfire is that since it is very flexible and scalable, we can have clients that use TicketForce in different ways, but still have one portal for the information. So if I’m a speedway for example, I might not think that another section of the software may be helpful but if we post a document or a webinar or something in Bloomfire about that specific feature maybe it could help them in the future or it help them come up with a fun new way of utilizing the ticketing system.
Why did you choose Bloomfire over other solutions?
The decision to choose Bloomfire was above me, but I do know that one of the top reasons was it’s very, very user friendly. It’s an environment and interface that somebody would be very used to.
The second reason would be the willingness to integrate with our software. We actually had a lot of other companies that weren’t really willing to make it very easy for our clients to access our information in the special way that we’re implementing.
How much of what we’re seeing on Bloomfire today did you have when you launched? Was it pretty built out? Or did you add everything gradually over time?
We definitely want to constantly be updating Bloomfire and I’m always adding new documentation and recorded versions of all the webinars that we’re doing. But I would say a good amount was ready to go when we launched. So I already had documentation written, I had manuals, we had webinars recorded, but we had no real way of presenting that to our clients until we had a portal like Bloomfire.
What features of Bloomfire do you use most often?
Categories and series are the most often used and relied upon aspects of the software for us. Categories make it very easy to filter out things that you’re not going to need. For example, if I’m logging in because I have a question about a ticket printer, I can easily migrate out of everything that is not associated with a ticket printer. And the series feature comes in handy too because we’ll have a lot of documents that go together for a certain module or feature of our software. So I can post all of those documents individually but then add them to a series and group them together.
How is Bloomfire integrated with your ticketing software itself?
So all of our clients login to our ticketing software with their username and password. Within the software, there is a help button and users click that and Bloomfire opens up in a new tab and it automatically signs them in.
How easy is it to modify it to make it your own look and feel?
The hardest part for me was the promo bar along the top that had our links and images — I had a lot of help from our team on that. But everything is definitely user friendly as far as being a contributor and it’s very easy to create posts. For example, if you click “Add Category”, all of your categories appear so even if you don’t remember what is available, it appears for you.
Did you have a knowledge base before Bloomfire?
We didn’t. All of our communications and documents would go out via email. And we still do send them out that way but the nice thing about having them here is that you don’t have to go searching for that email and remember what we called it. Bloomfire is nice because it is always available. So we’re always reminding them that everything can also be found in Bloomfire.
To watch the webinar and listen to the entire conversation with Ami Johnson from TicketForce, click here for the recording.
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