Beam | Knowledge Base
Transformed a 50+ page PDF and scattered CMS training materials into a centralized, user-friendly Knowledge Base for Beam customers. This self-serve resource reduced support requests, improved CMS adoption, and became the go-to platform for best practices.
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The original CMS guidelines were a 50+ page PDF that was rarely used.
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Customers relied heavily on hands-on training and support tickets to navigate the platform.
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No source of truth that is centralized and easily searchable for best practices and CMS guidelines.
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Conducted a content audit to determine essential topics.
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Developed a clear navigation structure for intuitive learning.
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Rewrote all CMS guidelines to align with Beam’s verbal identity and best practices.
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Created videos, visuals, and one-sheet guides for key areas:
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General CMS
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Best practices
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Navigation
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Content planning
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Asset management & metadata
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User group management
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Reporting
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Transformed outdated PDFs and video trainings into a comprehensive Knowledge Base.
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Developed an optimization plan to ensure ongoing improvements:
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Converted service desk tickets into new Knowledge Base content.
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Launched a continuous user feedback survey for enhancements.
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Used HubSpot analytics to track search behavior, page views, and navigation patterns.
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Integrated future updates like product release notes and expanded best practices.
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Reduction in service desk tickets related to CMS-specific questions.
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Fewer email inquiries for the Client Success team.
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Increased adoption and regular usage of the Knowledge Base.
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Consistent user feedback helped refine and expand the content.
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Identified opportunities to create clearer, more actionable CMS documentation.
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