Telecom Leader Automates Agent Notetaking With Enlighten AutoSummary
CUSTOMER PROFILE
01 THE BEFORE
An outdated frontier
Netsmart implemented NICE Expert Knowledge Management in 2015. What had started as a promising resource aimed mostly at the technical users of Netsmart’s healthcare solutions was not scoped for scale. As Netsmart grew their solution portfolio through organic and acquisitional growth, incorporating 15 new solutions into their CareFabric platform, they faced challenges in streamlining onboarding and integration processes for these additions within the existing wiki structure. The effects of turnover affected the technical writing team and team reshuffling further contributed to a decline in the knowledge base’s consistency and quality. “The platform had splintered into small ghost towns of old user guides, empty solution pages, duplicate articles, and hidden, unpublished drafts,” said Carol Hattrup, Netsmart’s Client Learning Manager.02 DESIRE TO CHANGE
No half-measures
An assessment of the knowledge base revealed over 10,000 site structure errors in their site’s hierarchy content, as well as the realization that Expert’s features were not being utilized to their fullest. Even more importantly, Netsmart learned that both clients and internal stakeholders had lost trust in the resource. The team attempted to refresh and restructure content inside the existing solution but fell short of significantly resolving the underlying issues of the site’s infrastructure.The technical writing team found themselves being pulled in several directions as revenue-generating live training took precedence over the crowdsourced knowledge base. At one-point, Netsmart strongly contemplated moving to a new knowledge management platform and completely starting over. However, they recognized that both the cost and the time commitment of that move would greatly exceed initial estimates, leading to a reconsideration of their approach.“With CXone Expert we can easily tailor content, and in this way, we’re providing even more value to our clients by positioning ourselves as an extension of their own learning and IT teams.”
MANAGER - CLIENT LEARNINGNETSMART
03 THE SOLUTION
A relaunch
04 THE RESULTS
Trust restored, engagement climbing
The successful relaunch of the Netsmart Resource Center on CXone Expert has empowered users and reestablished trust in the content. Instead of avoidance, both internal and external stakeholders are contributing innovative ideas and are engaging more with the platform. Older content is finding a newly energized pool of eager contributors ready to take responsibility for refreshing and maintaining the evergreen articles. The pivot to free, accessible, on- demand, and self-led training has been remarkably well-received by users who weren’t fully benefiting from pricier instructor-led sessions.Beyond expanding its reach, Netsmart is also using the Resource Center to tackle a wider range of client challenges. For example, newly designed learning paths streamline the staff onboarding process to help users address rising turnover in the healthcare landscape and related disciplines. Audience engagement improvements include:- Clickthrough rate on search results rose from 49% to 57% and continues to climb an annualized 2%
- Average content age has fallen by more than 200 days
- With a formal feedback process now in place, user feedback has risen from nearly zero to 456 reports
- Session engagement is up 14%
- Overall content creation (including editing) is up 70%