Case Studies

Boomi

Hello, everyone, and welcome back to another episode of relevant experience heroes. Where we dive deep into how companies are making sure that their customers, employees, prospects are all getting the experiences they deserve. Today, I'm joined by none other, the one and only Matt Grinsbach senior manager Boomiiverse for at boogie. And what that entails is their community, their training materials, their user groups, all of that is encompassed there. So it's better to have you today, Yeah. Thanks for having me. Alright. Appreciate it. You know, today's topic is gonna be around knowledge management, how that applies to community, and I know that you're gonna dive much deeper during your TSIA interact session with Bonnie, and you also have a wonderful case study that covers a lot of the results that you've been able to apply today, I wanna get a little bit of a teaser. I wanna know what's been your favorite accomplishment over the last year that involves the knowledge management products. I think there's a couple. So we the couple that all dovetailed together. So it starts out with rolling out KCS knowledge center service to our internal programs within Boomi, so to our support professional services and presales teams so they can help create content. The other part that it dovetails into there is our implementation of Coveo. So that's allowing us to surface that now con that now developed content into the most relevant way for our users. Yeah. And and, you know, wrapping KCS into your community. Right? This isn't something that necessarily is widely adopted across the industry. So why is community so important to Boomer? Well, community is a force multiplier for us. So we leverage our community for a lot of different ways to help escalate and drive and and ultimately accelerate our business outcomes. So whether it's net new net new logo acquisition or renewals or expansion dollars. We leverage our community and made our community kind of the focal point to help drive those. We realized that the return on investment dollars for activity within our community during the prospect phase was a better use of time than any other engagement effort that we have. So really that forced multiplier of saying, Hey, we have fifteen thousand customers. We have one hundred thousand community members, and all of them are contributing to the community. So each new interaction also creates kind of, momentum and helps create the next knowledge article that might satisfy someone's question. So it really building a community has been our force multiplier and making our users successful in the platform. Yeah. It's, unbelievable, you know, the amount of work and the progress that I've seen Boomi make just in the short time right, that we've been engaged over the last year and a half or so. And to that, I've also noticed there's a big difference between community with a capital c and community with a lower KC, you know, what's the difference in your eyes between a good community and a not so good one? That's a good question. I think the experience, it all, it all comes down to the user experience and what their expectations are versus the reality that they get. So with good communities, they create a really frictionless experience for users to find what they're looking for. So you could have the most breath and depth of content possible, but if you're not surfacing the most relevant content, it's not gonna be a great user experience. Same thing if your UI interface isn't very intuitive. If it's not behaving the way a user would expect, then you're, you're, you're not going to create a good experience for So for us, the good and the great is really a frictionless experience where users find what they want as quickly as they possibly can, and they can self-service. We don't want them to have to engage a person. They only wanna we only want them to engage people if they want to engage people. But we wanna give them every opportunity to be able to serve. So, really, it's the the experience that really frictionless, great relevant experience for users. You're gonna dive deep in your roadmap and change management do you get adoption of KCS best practices? Right. You're gonna dive into all of that during your session. So I just wanna thank you for taking a couple minutes here with me today. To share a little bit about your journey, and I know this session is gonna be a wonderful one. So I look forward to that as well. Awesome. Thanks so much, Ari.

Boomi is a pioneer in enterprise iPaaS, serving over 12,000 customers worldwide. From creating new applications to designing new experiences to inventing new business models, Boomi connects applications, data, and people to accelerate business.

Fixing a disjointed search experience

The Boomiverse community is the hub that enables both IT and business users to instantly connect to what they want, from evaluation, through implementation, and accelerating transformation. Boomiverse has always been an important part of Boomi’s customer experience, but as the customer journey continued to mature with needs for different types of content, it became essential to the overall business strategy in empowering customers to be successful with the Boomi platform.

To keep up with customers’ evolving needs, Boomi decided to move from a legacy community tool to Salesforce Experience Cloud. But with the customizations necessary to build out the new experience, they struggled with providing an effective search and content experience within their community.

The search was only providing Salesforce content, so customers had to go to a different site to find official documentation or training. Videos lived in YouTube and Vidyard, and content lived in their knowledge base and LMS. Instead of making customers jump to multiple platforms, Boomi wanted to turn the community into a single centralized hub where customers could find all the information they needed.

To top that off, because the implementation leveraged both native Salesforce objects and custom objects, search results ended up displaying in two separate lists on the page, making it difficult for the user to tell which results were more relevant and accurate. Feature requests were also lumped together at the bottom of the page, while all the knowledge content was at the top.

This disjointed experience was frustrating, and the Boomiverse team knew they needed to provide an experience where customers could find the information they wanted when they needed it, from one point of access. This would require an intelligent search and machine learning.

Closing gaps and connecting every part of the experience

To find the right solution, Andrew Mishalove, the Global Head of Community & User Groups, worked with their long-time partner 7Summits, a systems integrator that delivers intelligent experiences on the Salesforce platform. 7Summits had been instrumental in helping Boomi identify trends and technologies to stay competitive in a crowded market. This time, they'd help the iPaaS company layer AI-powered search into their community.

"With 7Summits’ support, we were able to put together the necessary roadmap to continue the journey and improve to provide a really game-changing experience." Andrew Mishalove, Global Head of Community & User Groups

The approach was simple – to identify all the content gaps.

Mishalove and team took time to understand the customer journey and experience in the new Salesforce community. Through user analytics and testing, they were able to identify where customers were looking for information, where they were successful, and what caused frustrations in their journey. This helped them identify all of their needs, in terms of search and beyond.

Boomi sought to:

Improve the overall user experience of the search
Provide personalized content recommendations
Index content from a multitude of content and video platforms
Drive self-service to reduce case volume
Take a holistic approach to analytics to create a more prescriptive experience

With the support of 7Summits, Boomi put together a plan for building a relevant community experience. And the choice was clear, Coveo’s service solutions could tick every one of those boxes.

Boosting engagement through a single point of knowledge

By combining Salesforce with Coveo, Boomi was able to create a community experience that became the single point of knowledge for their customers.

"We are really empowering our customers to be as successful as they possibly can be through technology."Andrew Mishalove

With Coveo’s native integration for Salesforce Experience Cloud, Boomiverse was now able to provide not only Salesforce content, but also surface a wealth of external resources and videos through Coveo’s unified index. Additionally, Boomiverse was no longer a one-size-fits-all experience. With Coveo’s machine learning turned on, learning from all content interactions and fine-tuning results to individual users, Boomi was providing an increasingly relevant and individualized experience for each customer. Plus, with 7Summits there every step of the way helping with the launch, change management, and promotion, the transition to Coveo was smooth.

"It's more than a search – it's helping to define the overall experience."Andrew Mishalove

Boomi has seen great results with its new community experience leveraging Coveo AI inside of Salesforce, including:

300% case deflection increase in the first 3 months
40% growth in overall engagement in the system
60% increase in pageviews

The feedback has been overwhelmingly positive since the transition. With 97% of Boomiverse sessions involving intelligent search, customers are easily empowered to help themselves. And when a customer does need assistance, support agents can now see what a customer has searched and consulted, allowing them to respond more quickly and efficiently.

Moving forward, Matt Krebsbach, Senior Manager of Boomiverse, wants to extend Coveo’s capabilities into other areas of the organization. This includes providing an in-product help experience, adding intelligent search within their Einstein Bot, and giving support agents full insight into the customer journey across all of their digital touchpoints. Krebsbach is also looking forward to bringing the Coveo event tracking data into their Salesforce ecosystem.

"All of the events already take place and are tracked within Coveo. Pushing this data back into Salesforce onto their user records and account records will give us a better understanding of the challenges our customers are facing, so we can better craft a holistic experience and journey."Matt Krebsbach