Case Study: OSIsoft achieves sustained 4.7 CSAT and 69% increase in content consumption with PathFactory

How OSIsoft Used PathFactory to Maintain a 4.7 CSAT Score

OSIsoft was migrating from an older technical support site to a modern self-service Customer Portal (myOSIsoft) and needed a way to empower global customers to self-educate during the transition while preserving a 4.7/5.0 CSAT. To deliver scalable, multilingual content and get the consumption data needed to monitor and optimize content, OSIsoft partnered with PathFactory.

PathFactory implemented Content Tracks to bundle related resources into seamless journeys (and replicated those tracks in multiple languages) and used Path Analytics to surface what topics drove engagement. As a result, OSIsoft saw a 69% increase in content consumption, a 50% “binge” rate of visitors consuming additional assets, and maintained its 4.7/5.0 CSAT through the transition.

OSIsoft

Carmen Wong

Digital Campaigns Manager