SITUATION

The highly respected technology brand recognized a cloud solution requires a customer experience that is different from buying and maintaining hardware. And that implies a different approach to content. So the enterprise contacted Content Science to collaborate on defining a new end-to-end customer experience and supporting content strategy.

SOLUTION

Content Science combined capabilities to understand the situation, form a content strategy, and plan the execution:

• CS Lab to audit the current content and related systems, analyze the current content performance, and assess the company’s maturity level of content operations.
• CS Brain to define a vision for content in collaboration with leaders across marketing, sales, product, customer success, and information delivery.
• CS Brain to develop a comprehensive report of strategic recommendations for content experience, architecture, and operations as well as an implementation roadmap. 
• CS Forge, our creative studio, to mock up content concepts and samples that brought the recommendations to life.

The effort identified 

• The need for a unified customer experience with an integrated content strategy and aligned content operations.
• Opportunities for the technology firm to leverage content capabilities and tools they already had in new ways.
• Significant but achievable changes needed to processes, collaboration, content technology, and content roles.
• Ways to assess content as an investment rather than a cost.

RESULTS

This intense engagement gave the technology firm a tailored yet turnkey approach to content for end-to-end customer experiences–and did so within a few months. The effort has significantly increased the enterprise’s likelihood to succeed by

• Aligning diverse stakeholders around a common content vision.
• Accelerating budget support due to a well-planned roadmap and ROI formula.
• Focusing selection of new content technology.
• Setting a target level of content operations maturity.