Case Study: Cherwell Software achieves a seamless support community and community-driven mApp marketplace with Verint Systems (Telligent)

Creating a Seamless Online Experience Through The Development of a Support Community and A Community-driven Marketplace

Cherwell Software, a developer of IT service management solutions, sought to consolidate its marketing site, existing support community, the mApp Exchange marketplace, a global conference site and private partner areas into a single, seamless online presence while gaining control over user data and richer community capabilities. The project required migrating users and content to a new platform and adding significant customisation to meet Cherwell’s requirements.

Cherwell chose Telligent and engaged 4 Roads to migrate and extend the community and mApp Exchange, implementing single-account profiles, privacy controls, submission and approval workflows, ideation tools, automated request routing and branded themes. The result was a consolidated, future-proof platform that doubled community membership, increased peer-to-peer support (reducing support load), boosted group activity and contributor involvement, and delivered better analytics and easier ongoing development.

Cherwell Software

Jason Turner

Corporate Web Development Manager