Case Study: OSIsoft maintains a 4.75 CSAT score with PathFactory self-service content
Key results
The challenge
OSIsoft was transitioning from an older technical support website to a modern self-service customer portal. The team needed to keep customers satisfied while empowering them to educate themselves.
The solution
OSIsoft used PathFactory Content Tracks to let customers self-serve curated content and to measure whether content was actually being consumed. This gave the team visibility to optimize its nurture program.
“PathFactory solved a critical problem for us. We now know whether or not our content is getting consumed, which allows us to optimize our nurture program to get more engagement from every touch.”
JVJennifer ValentineSr. Marketing Operations Manager, OSIsoft
The results, in context
OSIsoft maintained a 4.75 CSAT score through the portal transition and saw a 69% increase in content consumption. Half of visitors (50%) went on to consume another asset.