Leading Technology Company Enhances Partner Knowledge Management with Bloomfire

Company Overview

A trillion-dollar technology leader with global partners faced a significant challenge to provide quick and easy access to up-to-date information for its global network of valued partners. This information is essential for creating and personalizing the partner’s digital stores on the company’s sophisticated eCommerce platform. To tackle this issue, the company partnered with Bloomfire to empower distributors with technical and non-technical support, boosting their skills and abilities.

Challenges

The company faced several challenges, including the need for a user-friendly, centralized knowledge base that could efficiently host a variety of training resources, such as instructional videos, documentation, and code snippets. They also required an efficient solution to provide support materials for vendors and customers and a platform to host these training resources for their new eCommerce system.

• Looking for a partner-facing software implementation portal
• Partners needed a better search experience when finding technical and non-technical information on building/configuring online shops
• Needed to improve the curation of knowledge and documents with user-friendly management tools, analytics, and advanced reporting.

Solution

To solve these challenges, the company turned to Bloomfire, which has both a user-friendly design and powerful search capabilities. By deploying Bloomfire, the company aimed to:

• Create an Intuitive Knowledge Base: Bloomfire offered a dynamic and accessible platform for hosting all training materials, providing partners with direct access to the support materials needed to build and manage digital storefronts effectively.
• Empower Content Creators: The platform enabled content creators to easily manage and curate documents, training resources, and FAQs. Advanced reporting tools have helped track usage and identify areas for improvement.
• Enhance Content Discovery: Bloomfire’s powerful search and organizational capabilities allowed the company to categorize content more effectively, improving search efficiency and overall user experience.

Deployment and Results

The initial deployment involved enabling dynamic content displays based on user profiles, ensuring that technical and non-technical users saw relevant information tailored to their needs. The implementation also included active moderation and Q&A features, allowing the community of partners to interact directly with the internal project team.

Within the first 30 days of deployment, the company saw encouraging signs of engagement: 

• High Activity Levels: The active member count reached 127, with 112 members actively viewing content.
• Significant Content Consumption: There were 942 total searches and 3,803 total views, highlighting the platform’s role in content discovery.
• Engagement in Content Creation: 21 new contributions were added, showing active participation from content creators.
• Document Downloads: Partners downloaded 456 documents, indicating a high demand for the resources provided.

Conclusion

Bloomfire continues to support this technology leader in maintaining a centralized knowledge base that is easy to access, navigate, and use for its partners. By implementing Bloomfire, the company has demonstrated the potential to enhance content accessibility and partner engagement. Looking ahead, the company is deepening its partner portals, integrating its personalized branding, and refining its content categorization strategy to improve search functionality. With a continued emphasis on community management and best practices, Bloomfire is an essential tool for the company’s global partner network.