Pricefx deepens knowledge-sharing with Refined Sites for Confluence

800 users

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Finance

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Prague, Czechia

Customer Story

Efficient knowledge-sharing

A single site for all user groups streamlines information sharing.

Quicker feedback cycles

Feedback features allow for more direct, actionable site improvement opportunities.

Savvier, more-engaged customers

Incorporating the knowledge base into customer and partner training leads to more impactful learning outcomes.

Pricefx was looking to enhance their customer education and support. With the help of Refined Sites, they created a set of knowledge bases tailored for improved user satisfaction, streamlined information access, and enhanced engagement.

Deeper knowledge-sharing for a complex portfolio

In 2021, Pricefx, a Prague-based leading provider of innovative pricing software for the manufacturing, chemicals, distribution, and food and beverage industries, had a problem. The advanced technical nature of their product line made it difficult to communicate the software’s capabilities to partners and customers.

The Product Education Team came up with a fix: a centralized, easily accessible knowledge base that could serve both customers and partners. The goal was to create a site that would support education, development, and sales training by providing up-to-date product documentation, optimizing customer pricing strategies, and ensuring robust support.

While Confluence was their platform of choice for knowledge sharing, Pricefx faced several challenges in making the most of it. Sub-optimal feedback processes, limited user interaction insights, and an inefficient search function were hindering their efforts. On top of this, creating a user-friendly knowledge base catered to Pricefx’s diverse user groups – from business professionals all the way to technical developers – was an integral requirement.

Strengthened user engagement and learning

In their quest to improve their Confluence knowledge base, Pricefx evaluated various options and ultimately landed on Refined Sites for Confluence. The decision was driven by Refined’s reputation and its ability to deliver on the requirements Pricefx had established for their knowledge base.

“We have two different user groups,” says Ioana Kocurova-Giurgiu, Education Content Specialist at Pricefx and Refined admin. “The business user who needs to find answers to questions about the product, and the developer who needs technical documentation. We’ve been able to effectively meet the needs of both on our site, thanks to Refined.”

With the help of Refined Sites, Pricefx was able to build a knowledge base that aligned with their focus on informing specific audiences about key aspects of their product. The site provided general information on product use, training opportunities, certifications, and support, tailored to the needs of both business users and technical developers.

Refined does exactly what it says it does. It just makes content look good.

Ioana Kocurova-Giurgiu, Education Content Specialist at Pricefx

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Key features and benefits

Tailored knowledge access: Pricefx was able to create a comprehensive and easily navigable knowledge base that catered to different user groups. Business users could find straightforward answers, while technical users had much clearer access to detailed documentation.
Continuous improvement: Leveraging user feedback via Refined sites led to ongoing enhancements in the knowledge base, ensuring it stayed relevant and effective based on actual user needs.
Faster information retrieval: Users spent less time searching for information, empowering tech-savvy users to quickly find critical details and solutions.
Enhanced training outcomes: Integrating the site with live training allowed Pricefx to capture immediate feedback, making on-the-spot adjustments that directly juiced up the overall user experience.

Outcomes and success metrics

Pricefx measures success mainly through feedback and analytics. As such, the feedback features built into Refined Sites aided Pricefx in their success tracking.

“The feedback function in Refined Sites is great,” says Ioana. “Ever since we activated it, we’ve seen it used heavily by our users that have Atlassian access.”

Overall, the collaboration with Refined brought about several positive outcomes for Pricefx:

More-educated customers: Customers and partners gained a deeper understanding of Pricefx’s offerings, thanks to the well-structured and informative knowledge base.
Sky-high user satisfaction and engagement: User feedback indicated a significant boost in satisfaction and engagement, as the site made it easier for users to access the information they needed.
Streamlined information access: With a centralized knowledge base, Pricefx was able to more effectively craft learning paths that allowed for quicker access to product information and technical documentation. As a result, their users saved time and effort.
Positive business impact: The improved knowledge base supported Pricefx’s broader business goals, with clear evidence of success seen through user testimonials and analytics.

One knowledge base, multiple audiences — and everyone’s better off

For Pricefx, partnering with Refined has been a transformative experience. Their new Confluence knowledge hub has allowed for great strides in improved education, satisfaction, and engagement of their customers and partners, reinforcing Pricefx’s position as a leader in pricing software solutions.