BroadSoft provides communication solutions - business messaging and collaboration applications, customer relationship management, order management, and business intelligence - to Fortune 500 companies. Broadsoft had a number of large goals and challenges that asked Ventive to help them solve.
1. Improving their product offering to better compete with new wave of collaboration tools.
2. Selling their solutions and supporting their brand communications.
3. Accelerating their installations and reducing costs.
User research revealed that installers were using mobile devices in the field to access a desktop-only portal, and user manuals and patch documentation was locked in massive PDF documents, so Broadsoft support was getting tied up with answering technical calls.
Ventive redesigned the Broadsoft customer portal to be mobile-first and lightning fast. We also designed a new search tool with auto-suggested answers and deep search into technical documentation. This required us to convert thousands of pages of PDF specs into crawlable HTML.
Ventive also redesigned the Broadsoft support ticketing system to direct users to answers in the portal to better define their issue more specifically. These changes had an immediate, positive impact on the installer experience and on Broadsoft’s bottom line.