Telligent was chosen by Cherwell as the software it would use to power this consolidation project. Once this decision was taken, Cherwell needed an organisation with expertise in implementing Telligent communities. Online research and a series of partner interviews led them to engage 4 Roads.
“This development wasn’t a typical Telligent implementation,” said Jason Turner, Corporate Web Development Manager, Cherwell Software. “We weren’t using Telligent to host a basic community, we wanted a platform that could empower us to build other things, and for that we needed specialist expertise. 4 Roads had everything we needed.”
4 Roads started development using Telligent Version 8.0, but to deliver exactly what Cherwell required it was necessary to add multiple layers of customisation.
The existing Cherwell support community, its users and content, needed to be migrated to the new platform. Once on Telligent, Cherwell could then assume full control of its user data in a way it hadn’t been able to do beforehand.
Cherwell’s existing mApp Exchange was also migrated to Telligent. This allowed the addition of much-needed functionality and helped turn the destination into a true community-driven exchange. The migration meant partners and customers could collaborate and share mergeable applications (modules) that integrate with Cherwell’s Service Management solution.
With the Telligent community in place, the future opens a range of possibilities that could help Cherwell to scale exponentially.
- Cherwell is considering introducing gamification. This would enable it to award points and rewards, and increase member participation
- Further on, Cherwell would like to gain insight into popular topics and questions posted by its community. This could drive changes in product documentation, training videos, support etc…
- Single sign-on could extend to operate across the community, support portal, and the learning management system
- To make it easier for members to find relevant information quickly, the search interface could expand its reach to cover multiple silos of information – such area as documentation, a knowledge base, training videos, and community forums could all become searchable under a single system
In today’s hi-tech fast paced environment, companies like Cherwell must adapt to their customers growing and changing needs. A thriving community is a key component to Cherwell’s customer strategy.