Case Study: Darwinbox boosts self-service and support deflection with Fluid Topics

Darwinbox boosts self-service with Fluid Topics and drives 1 million portal views

Darwinbox, a leading provider of cloud-based HRMS software, faced challenges in knowledge transfer due to its rapid SaaS growth and quarterly product releases. Traditional methods like training and PDFs could not keep pace with user demand for self-service. To address this, they partnered with the vendor Fluid Topics and its Content Delivery Platform to create a personalized and scalable content experience for their diverse user base.

By implementing Fluid Topics, Darwinbox launched a fully branded help portal that unified its content repository and provided granular access control for different user groups. The solution integrated seamlessly with their authoring tools and chatbot, deflecting 65% of support queries. The results were significant, with the portal achieving 1 million views, active users tripling to 12,000, and users finding what they need 8 out of 10 times.

Darwinbox