Case Study: Netsmart restores trust, boosts content creation 70% and saves $119,000 annually with NICE Systems' CXone Expert

Netsmart Redesigns Crowdsourced Learning for All Personas with NICE CXone Expert

Netsmart, a 50+-year healthcare SaaS provider, faced a deteriorating customer knowledge base as its CareFabric platform and solution portfolio grew. Turnover, COVID pressures and an outdated CXone Expert wiki left thousands of structural errors, fragmented content, and a loss of trust among technical and nontechnical users, creating onboarding and productivity bottlenecks for both clients and the technical writing team.

Netsmart relaunched the Netsmart Resource Center using NICE CXone Expert’s Guided Content Framework, adding cleaner information architecture, permission guardrails, and content coaching to serve clinicians, billers and IT alike. The refresh drove stronger engagement and efficiency: content creation/editing rose 70%, 456 articles were updated from user feedback, clickthroughs on search results moved from 49% to 57%, session engagement climbed 14%, average content age fell by over 200 days, and the change delivered $119,000 in annual savings.

Netsmart

Carol Hattrup

Manager