Digital Self-Service for Product and Customer Service Information
A global media and entertainment company needed to select and implement a sales communications platform to allow frontline sales teams quick, intuitive access to a large array of specialized product and service information.
Challenge
Companies that offer a variety of products and services to a diverse customer base are often challenged to share real-time information, pricing, and news to their front-line teams in real-time, and on one employee experience platform.
A large media and entertainment company recognized the need to standardize on one content management solution in order to give their frustrated front-line employees consistent and efficient access to the information they need to support their customers.
Approach
Working with the business on their goal of improving productivity, sales effectiveness, and the overall sales experience, Optia managed a national initiative with 16 teams to:
- Evaluate platform providers and select a single source to support all devices (desktop, iPad, smart phone, etc.)
- Identify, gather, catalogue, and review content, tools, and templates from existing multiple platforms
- Categorize assets to determine what content to retire or move to new platform
- Develop process to migrate required assets to a new platform
Outcome
Migrating to a one stop shop increased productivity and efficiency of frontline employees, and improved consistency of communications across geographies and markets. This effort reduced tool duplication and drove the use of one Content Management System by 78%. The project convened a content governance team which still holds working sessions two times per month to review content and publication timing, platform analytics, and upcoming platform enhancements.
