What you Learn Managing 30,000 Articles: Content Strategy Prepped for the Future
Co-Presenting With: Ari Hoffman
Ex Libris has an extensive product lines, each of which requires data sheets, training guides, videos, support materials, and user guides. Our previous content management system couldn’t keep up, and our users (internal and external) couldn’t find what they were looking for in our 30,000+ articles, often leading to duplicate content, outdated materials, and/or an increase in support handling time, which directly affected the customer experience.
In this case study, we will describe the problems we were having, the silos involved (ticketing software, customer databases, knowledge bases, in-product help, etc. ), and how we merged those systems into a single repository that creates and delivers personalized content experiences to internal employees, external customers, and buyers alike.
We will also include the high points of where we succeeded, the low points of where we failed, and how we developed key performance indicators (KPIs) to measure success and build for the future.
Business Analyst at Ex Libris.
Information systems specialist, highly experienced in deploying CRM systems, process implementation, content strategy and data migration.
Mr. Avnon has worked in international and multidisciplinary environments. His expertise focusses on process analysis and improvement with strengths steaming from a broad industry perspective and collaborative approach to business.
Currently David is responsible for managing the content implementation of seventeen products with over thirty thousand associated articles.