August 2024 Meetups
August 1: Coffee Hour - Permissions & Privacy
Highlights from this meetup:
- Page Permissions and Privacy:
- The discussion focused on how different organizations handle page permissions and privacy, with Hiroshi sharing insights on integrating expert content into various workflows.
- Hiroshi emphasized the importance of understanding the desired user experience before implementing technical solutions for content integration and permissions.
- Use of Conditional Content:
- Multiple participants discussed using conditional content to provide different user experiences based on group membership.
- Examples included conditional headers for internal processes and customizing content visibility based on user roles.
- Single Sign-On (SSO) Integration:
- Mike Terry from Circular Materials shared his experience integrating multiple SSO systems to manage permissions for both internal employees and external customers.
- The ability to have different SSO systems for varied user groups enhances security and user experience.
- Technical Tips and Solutions:
- Participants shared technical solutions such as using HTML to manage conditional content and improving content reuse strategies.
- Mike demonstrated a method to manage multiple groups for conditional content using HTML adjustments, which can simplify content management for technical and non-technical users alike.
- Featured articles during the meetup:
August 15: Elevating Customer Service: bswift's Success Story
Presenters:
Denise Day – Vice President, Service Center, bswift
Lauren Jackson – Knowledge Manager, Service Center, bswift
Hilary Guenin – Process Improvements, Service Center, bswift
Here's a summary of the customer meetup presentation:
1. Transformation Objectives: bswift's goal was to simplify and optimize their content management system to better serve their customer service representatives (CSRs) and, ultimately, their clients. They needed a solution that could handle the complexity of supporting multiple clients with varying needs.
2. Implementation Strategy: The team successfully converted content for over 200 clients within a three-month period. They utilized features like content reuse, shared content, and single sign-on to streamline processes and ensure consistency across all client content.
3. Continuous Improvement: Post-implementation, bswift focused on refining their content structure by introducing a tabbed table approach, page summaries, and contextual link overlays. These enhancements have made it easier for CSRs to navigate and find the information they need, ultimately reducing average handle times.
4. Measuring Success: bswift has seen significant improvements, including a 30-60 second reduction in average handle times. They also maintain a high click-through rate, indicating that the content is easily accessible and relevant. Regular feedback from CSRs and a robust change management process have been crucial in their ongoing success.
5. Unique Solutions: The team shared their innovative approach to client alerts, where important updates are prominently displayed on each client’s homepage. They also developed implementation templates to ensure consistency and efficiency when onboarding new clients.
6. Engagement and Collaboration: bswift emphasized the importance of collaboration, both internally with their team and externally with their clients. They’ve even had clients work alongside them to develop content, ensuring that it meets the needs of those who will use it most.
The presentation was a testament to the power of strategic content management and the impact it can have on both internal processes and customer satisfaction. We thank the bswift team for sharing their insights and look forward to seeing how they continue to innovate in the future.