How Drupal helps to support 100'000 employees

The evolution of enterprise support starts from simple callcenters to providing knowledge to end users to support themselves. Then, by replacing the phone option with a ticket form, it is possible to decouple support request from answers. The next level of support is being introduced by offering knowledge communities, in which users can contribute solutions, which are then being reviewed by support employees.

Our support portal "Assist" has followed this evolution during the last years. Now we are taking it a step further by building a community support portal on Drupal to activate and motivate the users to become members of the communites and to contribute solutions.

The aspect of Drupal being Open Source allowed us to integrate seamlessly into the complex environment of a worldwide operating banking corporation. Drupal's flexibility helped us to tailor the system in an agile way to the stakeholders and most importantly our users needs.

In this session we will demonstrate how we tackled the evolution of our support portal to make it work for 100.000 users and what impact open source had on our organisation.

Questions answered by this session: 

What steps can you take to improve enterprise end user support in a cost efficient way?

How to build an end user selfhelp portal with Drupal?

What are the difficulties using Drupal in a global financial services corporation?

Why did we choose Drupal and what is the impact of using Open Source compared to proprietary systems within our organization?

How to integrate Drupal in a complex corporate infrastructure?

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