How Lessen Streamlined Knowledge Management with Bloomfire

Organization Overview

Lessen is a technology-enabled property services platform that simplifies property maintenance, repairs, renovations, and capital projects for owners and operators of commercial and residential real estate. Through its nationwide network of vetted service providers and proprietary technology platform, Lessen helps clients streamline facilities management, reduce costs, improve operational efficiency, and maintain properties at scale across the United States.

The Challenge

As Lessen evaluated opportunities to reduce operational costs and consolidate technology platforms, the organization explored whether SharePoint could replace its existing knowledge management solution. However, the evaluation quickly revealed several operational risks:

• Inconsistent search experiences made it difficult for employees to quickly locate accurate information.
• Limited governance capabilities created challenges around maintaining current, trustworthy content.
• Complex permissions and audience-specific content would have required significant manual administration.
• Restricted reporting reduced visibility into user behavior, content gaps, and platform performance.
• Migrating platforms would have introduced substantial implementation, training, and ongoing IT maintenance costs.

Because of these challenges, Lessen needed a platform that could streamline permissions and search to improve employee efficiency and workflow. That’s when Bloomfire came to help.

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The Solution

Lessen conducted a cross-functional evaluation to assess both immediate business needs and long-term strategic priorities. Department leaders identified search quality, ease of access, content trustworthiness, and Bloomfire’s partnership as the most valuable aspects of the current experience.

The team created a detailed feature matrix to evaluate platforms against critical requirements, ultimately narrowing eight vendors to three finalists and assessing alignment with future AI initiatives. Throughout the evaluation, Bloomfire stood out for:

• Powerful, intuitive search
• Automated content governance and expiration workflows
• Flexible group-based permissions and self-service access management
• Robust analytics and reporting
• Dedicated strategic support through an ongoing Customer Success partnership

Lessen also uncovered the true operational cost of switching platforms, estimating nearly 800 hours of migration, implementation, and training work to move from Bloomfire to SharePoint — in addition to ongoing IT maintenance and administrative overhead.

“We didn’t just keep Bloomfire by default. We kept it because we earned the confidence to say: we looked at the alternatives, we did the math, we heard from our users, and this is the right decision.”

Key Outcomes

When Lessen utilized Bloomfire’s knowledge management platform, the company saw measurable gains in its workflow and engagement. With Bloomfire, Lessen has:

• Preserved a trusted, high-performing user experience across distributed teams.
• Reduced IT dependency by empowering business users to manage the platform directly.
• Achieved a 75% engaged user rate — nearly 10% higher than comparable organizations with similar use cases.
• Strengthened confidence in the organization’s long-term knowledge and AI readiness strategy.

Conclusion

Ultimately, employee and leadership feedback reinforced the decision to stay with Bloomfire, citing strong user trust, reliable search, and an effective day-to-day knowledge experience. By prioritizing usability, governance, and long-term operational impact over short-term cost savings, Lessen validated that Bloomfire was the right platform to support its teams at scale.

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