Content Value Report by

The Content Value Project aims to monitor and assess the key value indicators Shiji has experienced from implementing Zoomin's documentation portal.Looking at the key performance indicators identified by Shiji, we gathered analytics and data to track how a unified content experience led to cost reduction, effective internal processes and additional content-based value goals.

Desired Value Goals

A new remote support model, coupled with growth through acquisitions and lack of a communal space for documentation, resulted in difficult and oftentimes unsuccessful content search experiences for customers. In addition, legacy content solutions skewed towards supporting gated and internal content, limiting access and awareness to the public to learn more about Shiji’s products and services.

Solution

A new global, one-stop-shop Shiji Documentation Center for internal and public consumption, unifying product content across a growing ecosystem of products and brands. The modernized solution offers highly personalized and curated experiences aimed at improving customer and prospects’ experiences.

Team Efficiency
Annual cost savings achieved through streamlined processes in publication, review, and implementation.

Portal Traffic
Over 55% traffic growth, with an average of 5300 monthly unique visitors.

Content Satisfaction Score
Shiji has ranked highest in comparison to industry benchmark of 2.9.

Product Answers
13,000 inquiries successfully resolved with product-related responses.

Desired Value Goals

Employees who rely on the Documentation Center at least once a month to perform their job.

Agents who are able to resolve a support ticket by utilizing technical documentation.

Employees who would recommend the Documentation Center to a customer or colleague.

The Shiji Documentation Center was born out of a lack of a communal space for documentation. Content was placed on a variety of platforms, there was duplication of information, and people didn’t know where to find information – there was no consistency. We needed a library where all documentation could reside, knowing it’s the most current and accurate documentation available with a consistent look to it with a Shiji brand

Salesforce has completed its acquisition of Zoomin

Content Value Report by

Desired Value Goals

Solution

Desired Value Goals

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