Blackboard – serving customers in over 190 countries – is shaping the future of education, helping millions of people around the world find new ways to learn, connect and advance. As it expanded into new geographic regions, the company’s previous web content management system was unable to support its international growth. Additionally, the system had several limitations in terms of its ability to deliver global and mobile-friendly content and continuous customizations were costly and made it difficult to stay updated with the latest security patches.
“With our customer base expanding across the globe and engaging on digital channels, we needed a new approach that would go beyond traditional content management,” said Jon Gold, director of web strategy and design at Blackboard. “With personalization capabilities and a strong background in translation management, SDL’s comprehensive Customer Experience Cloud has helped us deliver enhanced, personalized web experiences that engage our customers better, regardless of location or language.”
Overcoming global web frustrations, staying ahead of customer growth and expectations
Blackboard selected SDL technology, partnering with digital customer experience agency Tahzoo on the implementation. With SDL Web for web content management, Blackboard now has a mobile-responsive site, can better target personas and the solution’s open architecture allows for seamless integration with other systems and platforms. Additionally, by streaming its video content with SDL’s digital media management capabilities, Blackboard has the power to control, optimize and analyze the use of digital media assets, creating engaging experiences for customers.
Following the implementation, the company is well-positioned for additional international growth as it works with SDL on continual enhancements to its website, including additional personalization capabilities.
With SDL, Blackboard has experienced the following results:
- Increased conversation rate by 14 percent year-over-year
- Decreased bounce rate by about 20 percent
- Increased time on site for mobile devices
- Increased website engagement
- Enhanced organic search rankings
- Decreased required web designers for production process from three to one
“To deliver superior experiences, brands must have a strategy in place which starts with listening to customers,” said Dominic Kinnon President – Global Customer Experience Solutions, SDL. “Blackboard has made it a priority to understand customer pain points, expectations and interests and we’re honored to partner with them to deliver a more intuitive, mobile-friendly, personalized and global web experience.”
Find out more about SDL’s Customer Experience Cloud.
Image: Uni Salzburg