STC: Tafani, a Verint Community intranet where its people ask, share and put forward ideas
4 Roads built Tafani, STC's intranet on Verint Community: questions and discussions, ideation challenges, surveys and knowledge, on 54 custom widgets.
Verint Community
Nordic Semiconductor: one community for questions and tickets, public cases up from 56% to 63%
4 Roads moved Nordic Semiconductor's DevZone and its support tickets onto one Verint community in 3.5 months. Public cases rose from 56% to 63%.
We chose 4-Roads because of their extensive experience with the Verint platform.
The brief
Two systems, two log-ins, one support team.
Nordic Semiconductor, based in Norway, makes ultra-low power wireless chips for consumer electronics: PC peripherals, gaming controllers, sports and fitness sensors, toys and set-top box remotes. Its customers are technology businesses around the world.
Developers helped each other in DevZone, a public community built on Django with an Askbot Q&A forum. For specialist help with a project they raised a ticket in MyPage, a system built for Nordic and attached to the side of its Sitecore website. MyPage held more than 40,000 support requests from more than 60,000 registered users.
Members needed two log-ins, and could not check whether a question had already been raised in DevZone before opening a ticket in MyPage. Running the two side by side meant duplication and wasted effort.
- Client: Nordic Semiconductor
- Platform: Verint Community
- Timeframe: 3.5 months
The goal
Less for the support engineers to do.
Nordic wanted to reduce the demand on its team of support engineers in two ways: by running the tickets and the community on one platform, and by making the community a better place for members to find answers and solutions for themselves.
The migration
Both systems moved onto Verint Community.
Nordic chose Verint Community for the new DevZone, and chose 4 Roads, as the Verint partner, to build it and to move both systems onto it: every member's details and ticket history, their scores and reputation, and 30,000 forum posts.
Members now have one account. The first time they sign in they can use either of their old sets of credentials, and then merge the two accounts into one.
Support tickets
Tickets inside the community, and the public answer first.
4 Roads began with a discovery phase, drawing out everything DevZone and MyPage did, then a design phase that made the new parts match the look and feel of Nordic's main website.
The tickets became an application inside the community, added through Verint's supported APIs. The new interface was designed from the ground up to encourage members to ask in public before raising a private ticket.
When a ticket is raised, the engineer sees a dashboard with the member's previous cases, their interactions and their profile, so it can be resolved faster.
Recognition
Rewards for the members who help.
With Verint's rule engine, 4 Roads set up rules that follow members' votes, tags and answers, and whether each answer is accepted or rejected. These grant privileges and badges that raise a member's standing in the community: a thread viewed more than 1,000 times, for example, can earn a reward for whoever started it and its key contributors.
The aim: more members taking part, and fewer questions needing Nordic's engineers.
Security
Multi-factor sign-in, and an identity provider for Nordic's other systems.
The new DevZone runs multi-factor authentication, and acts as an OAuth identity provider for other systems in Nordic Semiconductor's ecosystem.
Results
More cases answered in public.
In the year after the new DevZone and its tickets went live on one platform, public cases rose from 56% to 63% of all support cases, and private tickets fell from 44% to 37%, while the average number of cases stayed the same. More questions now go to the community instead of straight to Nordic, which eased the load on the support team and meant it needed no extra support resources.
Engineers handle public questions and private cases in one place instead of two. Members have one profile and one reputation, easier search, and more content to find answers in.
By 2022, DevZone had 160,000 registered users and more than 140,000 questions, and 66% of support requests went to community members rather than to Nordic.
Public cases up from 56% to 63% of all support cases, private tickets down from 44% to 37%
Measured over the year after the new DevZone launched, with the average number of support cases unchanged.
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