The LavaCon Content Strategy Conference | 27–30 October 2024 | Portland, OR
Sarah Owings

Sarah Owings is the Senior Director of Client Learning at Netsmart, a healthcare software company serving human services and post-acute care communities nationwide. A passionate fundraiser, coach, and cause-connected spirit, Sarah is the recipient of the Independent Magazine’s 2023 Rising Star Award for her work in the community. She currently serves on the board of the Go Further Foundation, and stays active in organizations and activities such as KC Scholars, NFL Cheerleader Training, 100+ Women Who Care, KC, and KidsTLC.
Sarah lives with her family in the Kansas City metro area.

How Netsmart Unified our Marketing, Support, and Documentation Content Strategies

At some point in the far distant past, technical documentation at our company became the half-hearted purview of a learning team, adrift in the ether. TechComm’s main mission was to help instructors generate revenue from in-person, instructor-led training. But in early 2021, the lens changed. Now securely under the wings of new leadership, in a new Client Experience organization, with a new vision for proactively meeting customers where they’re at, the small but mighty TechComm team partners with eLearning developers to create accessible, on-demand, self-led, blended content, weaving articles and short videos together into Learning Paths in the CXone Expert content platform. Consistently branded and actively marketed, these paths are crafted with customer personas in mind, as well as real-life customer challenges. We will share our NPS score from the beginning of our journey to the present day.

In this session attendees will learn:

Through our case study how to:

  • Align with marketing to create a seamlessly branded content experience for your customers
  • Partner with Support to prove the ROI that is possible from free content (hint: think ticket deflection)
  • Tailor content to help your customers with their staff onboarding and turnover challenges
  • Provide even more value to your customers by positioning yourself as an extension of their own learning and IT teams
  • Develop your own in-house MarComm strategy to get your content into the hands of those who need it