Background

A global Fortune 100 company was struggling to keep their 20,000 frontline employees up-to-date on new products and features. With over 80 unique services (each with multiple configurations), and an accelerated plan to release even more, the tech and communications teams needed a better way to keep their sales and customer support team "on the same page" with updates that are critical for their real-time customer communications.

Challenges

  • Individuals were wasting hours to find the right content and didn't know[1] if it was up-to-date.

  • Employees were overwhelmed[2] with a constant influx of ever-changing content in a myriad of formats, often having to leverage multiple media formats (text, video, images, etc.) to convey one product or services package.

  • Materials were housed in multiple places, making it difficult[3] to find and retrieve the right information quickly and easily.

This caused employee mistakes due to misinformation about internal product and services offerings, and ultimately customer confusion and dissatisfaction.

Solution

The company leveraged Pagedip as a partner to reduce the time it takes to create product communications--reducing the effort from several months to a few days. By creating a single source of information that is always up-to-date, the company’s content creators were able to:

  • Replace complex product maps and disparate communications with engaging and easy-to-understand content.

  • Gather insights from the frontline customer-engaged employees and more accurately respond to questions and comments in real-time.

  • Empower and enable those same employees by providing up-to-date high quality collateral that is always available in the same location[4].

  • Create trust and deepen relationships between frontline employees and customers.

Results

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[1]: 

PowerPoints and PDFs were used to create media heavy product playbooks and lengthy instructions. These documents were housed in central locations like SharePoint and Box.

[2]: 

PowerPoint was used to organize all content (150+ slide decks with unwieldy file sizes). This file size problem led to people modifying a local version of the collateral resulting in hundreds of versions with varying levels of accuracy and consistency.

[3]: 

This negatively impacted the staff's ability to accurately answer customer questions and was a constant source of frustration. Of the 12 company locations, only two had full access to content within the "original" folder.

[4]: 

This effort helps reinforce that frontline employees are one of the most important parts of the customer experience.