Bonfire is an e-procurement and sourcing suite. Bonfire helps organizations in the public sector to digitize their procurement workflows and streamline how they manage and process bids and RFPs.
Government
Pour les organisations qui soumettent pour la première fois une offre ou un appel d'offres dans le secteur public, le processus peut sembler complexe. Bonfire souhaitait trouver un moyen de former les équipes chargées de l'approvisionnement afin de les aider à mieux comprendre ce à quoi elles pouvaient s'attendre et à se préparer pour la suite.
Bonfire a trouvé un moyen innovant d'exploiter les guides in-app de Pendo pour fournir des informations pertinentes aux utilisateurs en fonction de ce qu'ils saisissent dans les modules de candidature et du projet de l'application. L'entreprise a ainsi pu leur donner accès aux ressources en temps utile et leur faire profiter de la mine de connaissances qu'elle a accumulée dans le cadre de son travail.
Since launch, Bonfire’s collection of benchmarking in-app guides has seen over 8,200 views, averaging around 550 views per month. The team has also heard great anecdotal feedback from customers who have gotten a lot of value from information provided in the guides.
Pendo’ing it means being able to answer questions like: What’s going on in our platform? What are users doing? What are they not doing, and why? It’s knowing our users’ journeys and also leveraging that data from an experimentation and feature perspective.
Doug MacKendrick, Manager, product management, Bonfire
Dans le secteur public, la communauté joue un rôle central. Lorsque l'argent des contribuables est en jeu et que les ressources sont limitées, le partage des connaissances et l'élimination des cloisonnements sont les seuls moyens de faire avancer les choses. Pendo aide les organisations qui partagent cette mentalité à trouver des solutions créatives pour partager du contenu et informer leurs utilisateurs.
Bonfire a pour mission d'aider les organismes gouvernementaux, ainsi que les personnes qui travaillent avec eux, à travailler plus efficacement. Après avoir réfléchi à l'expérience utilisateur d'une personne soumettant une offre ou un appel d'offres à un organisme pour la première fois, l'équipe Bonfire a décidé de tenter une nouvelle approche.
« Lorsque les organisations se lancent dans un projet, elles se posent souvent des questions telles que : « Combien de temps cela va-t-il prendre en moyenne ? » ou « Comment dois-je m'y prendre ? », explique Doug MacKendrick, responsable de la gestion des produits chez Bonfire. Il souhaitait trouver un moyen de fournir aux utilisateurs des informations pertinentes dès le début, afin de les aider à anticiper certaines de leurs préoccupations les plus fréquentes.
MacKendrick noted that this spirit of sharing information is key to the success of procurement teams—and in particular, those in the public sector. “Procurement is a community job. There isn’t a concern of plagiarism, it’s all best practices and people wanting to share. And it’s all about being efficient and not starting from scratch,” said MacKendrick. Without exhaustive engineering resources available to his team, MacKendrick decided to experiment with Pendo and see what he could create on his own.
MacKendrick decided to set up a Pendo in-app guide that would appear after a user submitted a request to their procurement team through Bonfire, containing helpful information about metrics, industry benchmarks, and what to expect post-submission. To ensure the information being served was relevant and actionable, MacKendrick configured these guides to appear with content corresponding to the specific category of the request being submitted.
The Bonfire team carefully curated the content that would appear for each category, ensuring the best user experience possible. “We aggregate the information, show the charts, and also provide example documents that you can click on to actually download documents based on potential community projects that are out there,” said MacKendrick.
Because of the level of customization needed based on the category being selected by the user, MacKendrick’s team had to build a number of guides to make the feature work. “These are all individual guides, but they’re all linked to each other. So in reality we actually have something like 98 benchmarking guides, but they’re all interconnected,” MacKendrick explained. He also noted that this configuration allows users to easily explore sample documentation and benchmarks related to other categories by toggling between Bonfire’s top-level categorizations—providing further insight and breaking down knowledge silos.
The team initially rolled out this experiment in Bonfire’s intake module, but has since expanded it to their project module, too. And MacKendrick has plans to continue to evolve and optimize this use case to make it even more powerful for Bonfire’s users. “In the long-term, we’d ideally have some version of an algorithm [to pre-select the right category for users] based on the description,” said MacKendrick. “We want to expose this to our full client base.”
MacKendrick and his team have heard great early anecdotal feedback from customers who have leveraged the resources in these Pendo in-app messaging guides. Despite industry-wide digital transformation headwinds, Bonfire is paving the way to help their users get ahead and feel empowered with the knowledge they’re sharing. “In the procurement space, our biggest competitor is paper,” said MacKendrick. “The reality is there’s a lot of organizations that aren’t there yet in their own journey. But we experimented with this because our more technologically advanced clients are looking for this type of information, and we want to get ahead of it.”
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