ST’s existing search solution provides primarily product-focused discovery experiences. Whether customers are searching for software or a microcontroller, all customer journeys are identically structured. However, this approach doesn’t support the diverse objectives of ST’s customers, who require different types of specialized content at various stages of their buying journey. While customers familiar with ST products can easily find supporting content, new customers starting a new project or design find this product-centric search experience inefficient.
ST possesses a wealth of information, including wikis, learning videos, and community content. However, these resources are siloed and not easily discoverable by its customers, which inhibits the customer journey.
ST has a clear vision of its objective. The organization aims to make search goal-oriented and customer-centric, catering to the needs of developers, engineers, designers, all through a single entry point.
To provide the best possible user experience and ensure a consistent and predictable customer journey, ST requires a discovery experience capable of proactively surfacing documents, software, and products. This should be based on an understanding of user objectives, preferences, actions, and affinities.
STMicroelectronics has found the solution to its search challenges in Lucidworks Fusion.
“We knew we needed a solution that could be mapped to the complexity of our business,” said Alexander Czajor, Director of Digital Marketing at ST. “The way we can tweak and intervene if we don’t like a result or a ranking, keeping the need for manual technical oversight at a minimum, is unique to Lucidworks. Plus, Fusion’s approach to supporting personas and to designing an intent-based experience is uniquely more powerful than alternative solutions.”
Lucidworks demonstrates the necessary control to manage the complexity of ST’s content, providing each customer with a seamless, relevant search and discovery experience. The solutions offered by Lucidworks will enable flexibility and control over data acquisition from all sources across their organization, effectively handling distributed, unstructured, and legacy data with ease. Czajor continued, “Unlike other solutions on the market, Lucidworks AI-powered Fusion is not a closed black box. This allows us to have the control to monitor and tune results—something that is of critical importance to us as a company.”
ST is a visionary among its peers in its ambition to deliver a next-generation, best-in-class B2B customer journey. The partnership with Lucidworks, bringing the power of AI-driven search, is key to creating a customer-centric, goal-oriented search and discovery experience. This collaboration positions ST and its customers for success in 2024 and beyond.