AUMA build secure Knowledge Base to enhance Customer Support.

AUMA’s rationale for investing in the HubSpot platform was its ability to create an integrated digital ecosystem, bringing together its website, CRM, CMS, customer portal, and digital marketing in one place. This meant a seamless experience for both internal teams and customers while simplifying content management and enabling scalability.

The first phase of the transformation focused on developing a new customer portal using HubSpot’s Knowledge Base. This self-service hub allows users to easily access help articles, technical documentation, and instructional videos, all organised with a clear category structure.

By choosing HubSpot for its customer portal, AUMA gained an easy-to-manage platform that enables their team to update content effortlessly without requiring technical expertise.

The reporting dashboard provides the data insights they needed into content performance, helping the team to continuously improve the user experience. Over time, this data-driven approach will shape a more comprehensive Knowledge Base which will be tailored to their customer needs.

Today, AUMA’s Knowledge Base includes multiple customer portals, each with a secure, branded login experience. Customers receive automated email invitations to register, ensuring only authorised users can access relevant content, further enhancing security and personalisation.

To ensure the Knowledge Base was structured logically, accessible, and aligned with business needs, we worked closely with AUMA to refine their approach, offering guidance on best practices and implementation strategies.

Step 1

Defining the content categories and topics

AUMA identified key content topics based on feedback from sales reps and existing customer service channels.

We supported them in structuring these topics into a well-organised framework, ensuring consistency across multiple customer portals. By advising on categorisation and navigation, we helped create a Knowledge Base that was intuitive and easy to use.

Step 2

2. Gathering and collating the information

With extensive documentation and media assets spread across different sources, AUMA needed a streamlined way to consolidate information. We advised on content gathering strategies, helping to assess existing materials, and identify any gaps from the outset.

Step 3

Consolidating and curating the content

To improve usability, AUMA focused on centralising resources while removing outdated and duplicate content. We provided insight into best practices for structuring the Knowledge Base. The final repository was clearly laid out, easy to navigate, and optimised for user search.

Step 4

Encouraging knowledge sharing within the team

Recognising the importance of continuous improvement, AUMA wanted a process for maintaining and expanding the Knowledge Base over time.

We supported them in developing a structured approach for internal teams to contribute expertise and encouraged customer feedback to identify opportunities for content expansion.

By providing strategic guidance and technical expertise, we helped AUMA transform its Knowledge Base into a powerful, scalable resource that improves customer support, enhances self-service access, and streamlines knowledge management.