FICO® - Case Study
An Integrated B2B Community Portal


Situation: In an effort to facilitate real-time 24/7 dialogue with its key audiences, FICO (formerly Fair Isaac) committed to developing an online community to enable their clients and prospects to join the first peer-to-peer exchange on Decision Management.

To grow the sense of community and collaboration with their client and prospect audiences, the site would serve to capture and manage member ideas, while also acting as a discussion forum, bulletin board, and a research center with an option for prospects to request a 90-day trial download of the Blaze Advisor® tool.

Reside’s experience on a similar project proved our fit as the implementation partner for FICO’s initiative as they considered the potential to leverage Salesforce Ideas as a core solution for their online community.

With less than eight weeks to build the solution, FICO looked to Reside for our salesforce.com expertise and overall Web integration capabilities that would make this launch not only possible, but successful.

decisions.fico.com

Solution: In the first two weeks of the engagement, Reside gathered information and input to develop a project plan through a comprehensive Functional Design Document (FDD).  Approval of the FDD by all FICO stakeholders (as part of Reside’s Proven Process) laid the groundwork for a rapid development process, allowing Reside to develop a highly-customized and integrated solution, all in less than six weeks.

The solution was a “first” of its kind – integrating five “cloud services” (SaaS solutions) into one Website, with a consolidated user experience that matches FICO’s brand across its corporate sites. 

Results: The site built by Reside for FICO, branded as the “Decision Management Tools Community” is a first-of-its-kind cloud solution that brought together five leading SaaS services, with various points of integration, all in less than six weeks – and in line with the client’s budget and business goals. 

In the first three weeks following the site’s launch, FICO saw more than 300 member enrollments and more than 100 requests for a product trial, with all of these leads integrated into FICO’s existing salesforce.com lead management environment and process. 

Since the initial launch, Reside has continued work with FICO to define and develop additional releases and enhancements to the solution, including the rollout of several additional “neighborhoods” that deliver personalized and segmented content to their unique business audiences. 

Beyond creating deeper engagement with the company’s clients and prospects, FICO has noted the secondary benefits that the community solution has brought to their business, including:

• Savings in marketing and support budgets, as the site helps to address client and prospect questions that would have previously required additional staff and resources;
• Lead qualification, as the prospect moves through the sales funnel;
• Project cost reduction, as the cloud environment enables quick development and deployment.

In the Client's Words:  "We knew we had set the bar high with our short development timeline, which is why I was initially skeptical of spending the first two weeks in planning alone.  But Reside showed the strength of their proven process by developing a Functional Design Document that all of our stakeholders could rally around. 

"Reside’s team listened to our goals, incorporated our feedback, and executed on our project with expertise and a high level of urgency to meet our needs and deadlines. 

"We are thrilled with the outcome of our initial launch, and look forward to partnering with Reside as we develop our roadmap and release schedule for the ongoing evolution of our online community." 

~ Feather Hickox, Director of Web Services, FICO

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