Nordic Semiconductor specialises in ultra-low power wireless chips for use in consumer electronics, such as wireless PC peripherals, gaming controllers, sports and fitness sensors, toys, and set-top box remotes. The Norwegian based organisation serves an international customer base of technology businesses.

Nordic Semiconductor had more than 60,000 registered users and more than 40,000 support requests logged in a ticketing system called ‘MyPage’ which customers used to request specialist support with development projects.

An online public community named ‘DevZone’ also existed where developers could seek help and information from their peers about using Nordic’s products in their projects. The existing community had been built using the Django platform with Askbot Q&A forum and its ticketing system had been custom-built and attached to the side of its Sitecore-powered website. Managing the two platforms side-by-side resulted in duplication and inefficiency.

Nordic also wanted to reduce the demand placed on its team of support engineers. This would happen in two ways: 

1) By running the ticketing system and its online community through a single platform 

2) Through enhancing the community functionality so that it would be easier for users to leverage the community for information and development solutions.

4 Roads was selected as the Verint partner responsible for the build and a seamless migration, which involved porting all user information and ticketing details from the two existing systems to the Verint system. This included transferring user scores, reputation details, 30,000 forum posts and all personal information.

Client Comments:

"We’re definitely aiming to make further use of the applications inside Verint and in addition to the Q&A and blog, we have plenty of ideas for “open” discussion forums and other content and groups to add value to the site. So, stay tuned..." - Eivind Sivertsen Online Presence Manager

Read the full detailed case study: https://www.4-roads.com/content/287-original.pdf