How Netwoven Helped Juniper Networks Build Network of Knowledge

Network of Knowledge Implementation Case Study

Background

Juniper Networks has long championed the use of distribution groups to answer technical, sales and support questions; to share knowledge; and internally, to amplify wins. Over time, however, the distribution group system could not provide the efficacy demanded in a contemporary communications environment.

Juniper looked to create a Network of Knowledge via the cloud to better store this information and meet the needs of the company more efficiently.

Challenges

One of the challenges faced by Juniper was that users could not count on the distribution groups to serve as a long-term knowledge base – to do so would require individual users to keep all messages ever sent to every distribution group, in their personal mailboxes. This process of sending responses to recipients’ personal mailboxes – instead of to a central storage resource – caused a significant storage crunch for some users. Additionally, for users new to a distribution group, there was no easy way to get access to historical information that had been sent to the group prior to enrollment. Lastly, it lacked in the level of engagement that can be supported using other “user-experience” options, such as a web site browser or software application.

Solution

Working with Netwoven, Juniper Networks was able to implement a robust, integrated system, known as the Network of Knowledge, or NoK. Linked via Microsoft Microsoft 365, the NoK has elevated the means by which Juniper will meet the present and future needs of the Juniper Technical Marketing Team.

Results

The launch of the newly revitalized Network of Knowledge (NoK) has changed the paradigm by which Juniper engages in global collaboration. Today, more than 10,000 users in more than 25 countries around the world are active within the NOK system. Each month, the site hosts 49,000 unique visits, and users spend an average of nearly 10 minutes on the site – consuming nearly four pages, on average, per visit.

More impressively, business units that were previously isolated now enjoy real-time connectivity on mission-critical issues.

As a result of the runaway success of the new NoK, Juniper’s technical marketing team earned a CEO award for the innovative solution it developed in conjunction with Netwoven.