Global Financial Technology Enterprise Streamlined Content Management with Bloomfire

Company Overview

A global financial technology enterprise serving over 50 million users and 1 million businesses sought a knowledge management system to streamline content access and management for its talent development and onboarding teams, which have over 2100 active members. The primary challenge was enhancing its internal knowledge platform to support various teams across different regions.

Challenges

1. Content Management and Searchability: The client’s content library, which supports cross-regional procedures, was extensive and difficult to navigate. They expressed dissatisfaction with its search and filtering system, citing that it was cumbersome, slow, and unintuitive. This was particularly problematic when they needed quick access to region-specific content while handling time-sensitive customer queries.
2. Customization and Dynamic Content: The organization required dynamic content based on user permissions and geographic regions. They needed advanced features like tagging, feeds, and filtering to serve personalized content to different teams, such as risk teams and advocates supporting multiple regions. The inability to filter content by geographic relevance led to inefficiencies and negative user experiences.
3. Reporting and Analytics: The enterprise needed robust reporting and analytics features to track user activity and content engagement. They wanted advanced reporting capabilities, including user activity tracking, integration with Google Analytics, and API-accessible data to supplement their existing data warehousing and BI initiatives.

Solution

1. Dynamic Content and Permissions: Bloomfire implemented a dynamic content feature that allows for content variation based on user roles and geographic locations. This allows users to see only the most relevant content for their region or role, significantly reducing the amount of time spent filtering irrelevant information.
2. AI-Powered Search: Bloomfire’s search algorithm deep indexes every word across all the content loaded in the system. This addresses searchability issues by making the new system agile, fast to find content, and intuitive, enabling users to receive more accurate, filtered results.
3. Improved Reporting and Analytics: The customer required advanced traffic data insights, including how users navigate to different areas of the platform. Bloomfire integrated Google Analytics to provide granular reports on user behaviors, search queries, and content engagement. This allowed the organization to track user journeys more effectively and make data-driven decisions to improve content accessibility.

Results

• High Engagement: The enterprise saw a 99% engagement rate and over 70,000 content views within a 30-day period, highlighting Bloomfire’s positive impact.
• Streamlined Content Access: Users across different regions reported faster access to relevant content, reducing search time and improving the overall user experience. 
• Enhanced Reporting and Analytics: By integrating Google Analytics and advanced reporting tools, the enterprise gained deeper insights into user behaviors and content performance, enabling more strategic content management decisions.

Conclusion

By implementing dynamic content, enhancing search functionality with AI features, and integrating advanced analytics, Bloomfire enabled the enterprise to improve the efficiency of its internal knowledge management system significantly. Bloomfire’s tailored solutions addressed immediate pain points and set the foundation for ongoing optimization of their content ecosystem.