CUSTOMER SUCCESS STORY
How OSIsoft Used PathFactory to Maintain a 4.7 CSAT Score
69%
Increase in content consumption
50%
binge rate (visitors who consumed another asset)
4.75
CSAT score — no decrease through transition
THE CHALLENGE
Delivering content to manage change, on a global scale
OSIsoft was transitioning from an older technical support website to a modern self-service Customer Portal. Carmen knew she needed a way to empower customers to educate themselves during and after the launch. She also knew that scale was going to be the key to success, since she was serving global customers in multiple languages. To uphold OSIsoft’s stellar support stats through this change, she needed a data set to allow her to monitor content consumption, and optimize content offerings to address key issues.
THE SOLUTION
Bundling related content for a seamless customer experience
When Carmen and the team launched my OSIsoft, she used PathFactory Content Tracks too quickly and easily bundle related resources together—sparing customers from having to go on a scavenger hunt to access relevant content. PathFactory allowed her to replicate the same Content Tracks in different languages to efficiently support a global audience. Using content consumption data from Path Analytics, Carmen could see which topics are generating the most engagement, helping her set the direction for future content production.
