1. jivesoftware.com
Chordiant
Customer
Chordiant is a software company that serves leading global brands with high-volume
customer interaction needs. Chordiant Customer Experience (Cx) front-office
solutions blend multi-channel interaction management with predictive desktop
decisioning, enabling companies to capture and effectively anticipate and respond to
customer behavior in all channels, in real-time. For global brand leaders in insurance/
healthcare, telecommunications and financial services, this deeper understanding
cultivates a lasting, one-to-one relationship that aligns the most appropriate value
proposition to each consumer.
KEY HIGHLIGHTS
Industry•
Software
Business Opportunity•
Develop enterprise software
as a global conversation
across employees, developers,
customers, and partners.
Solution•
Jive’s Clearspace and
Clearspace Community
power the Chordiant Mesh
Community.
Results & Benefits•
Delivering the features that
customers want, faster, at
better quality. Competitive
differentiation. Higher
productivity.
Revolutionizing how enterprise software is developed
Case Study
“The Chordiant Mesh Community has given us better
products, happier customers, and a big competitive
differentiator in the market.”
Steven R. Springsteel
CEO
Chordiant

2. jivesoftware.com
Case Study - Chordiant
Revolutionizing how enterprise software is developed
2 of 5
Business Opportunity
The uncommon sense of building software that customers want
The software Chordiant sells treats each interaction with a customer as a unique
opportunity to delight the customer and generate the most possible value for both
customer and company. It’s the art and science of managing a conversation. And
Chordiantknowsextraordinaryresultsarebasedonreal-timedataaccessanddecisions
in response to real-time interactions.
What is unique about Chordiant is that instead of falling into the typical cobbler’s-kids
syndrome of software developers, they had the uncommon good sense to apply their
own expertise to how they develop their own software. The result is nothing short of
revolutionary: developing software as an on-going conversation between Chordiant
employees, developers, customers, and partners; and delivering what customers want,
when they want it.
Software development as a conversation
We all know the painful traditional enterprise software release process: gather
requirements from stakeholders (internal and external); decide on release priorities;
get feedback from customers; disappear for 18 months, fattening the feature list with
more ‘neat’ ideas; release software that is disappointingly 18 months behind what
customers and stakeholders want; do it all over again…
Chordiant decided it was not good enough for them. They wanted to deliver software
with shorter release cycles, implementing the features that were truly important to
their customers, making adjustments along the way as priorities shifted. Chordiant
neededtocoordinatetheworkofsoftwareengineersspreadacrossmultiplegeographies
and time zones. And it also wanted to engage and enable the implementation partners
working with its customers, and the customers themselves.
In a nutshell, Chordiant needed community, collaboration, and transparency.
“Through our Mesh
online community
we have been able to
greatly improve both
our product innovation
and our software
development process.
Our clients experience
breakthrough
interactions using
our software when
they talk with their
customers AND
when they deal with
Chordiant.”
Chuck Altomare
Vice President, Engineering
Chordiant Software

3. jivesoftware.com
Case Study - Chordiant
Revolutionizing how enterprise software is developed
3 of 5
Solution
Chordiant Mesh Community powered by Jive's Clearspace
Chordiant Mesh was designed as an online community where Chordiant employees,
developers, customers and partners collaborate from across the globe in an open and
transparent software development environment. Social software development is
not just for open source! Mesh integrates multiple technologies to support four key
functional areas:
Collaboration - discussions, documents, plans, decisions
Access and management of deliverables - documents, software, test scripts
Management of issues - problem reports and enhancement requests
Access and management of source code
Technology Selection
In the first incarnation of Mesh, Chordiant used a hosted wiki platform to support
the collaboration function. Several challenges with that approach forced them to
search for alternate solutions: performance was poor, customizing the look and feel
imposed unacceptable overhead; the platform was limited to collaborative content
creation, building community and connecting people was critical to Chordiant, but not
supported; once defined, the structure of content was difficult to reorganize, holding
users prisoners of an ineffective taxonomy.
Jive’s Clearspace was selected to replace the wiki platform because it:
Has community and people as its core focus
“The rich community
capabilities of
Jive's Clearspace
saved us months
of development
time and allowed
our employees,
customers and
partners to produce
better software
in a truly social
software development
environment”
Amanda Shenon
Product Owner, Chordiant
Mesh
Chordiant

4. jivesoftware.com
Case Study - Chordiant
Revolutionizing how enterprise software is developed
4 of 5
Integrates in one platform all the elements required by Chordiant: member
profiles, discussion forums, questions and answers, wikis, blogs
Groups and structures content in flexible ways and can evolve as needs change
Fully enables social software development as a conversation
Provides a rich and flexible API to integrate with Chordiant Mesh
Implementation
The implementation involved multiple dimensions: integrate Clearspace in the Mesh
environment; enable it for single-sign-on; tailor it to reflect the Chordiant brand; and
migrate all development project content from the existing wiki platform (53 projects)
to Clearspace. Mesh powered by Clearspace went live in December 2007 and a smooth
migration of previous content was completed by mid 2008.
The flexibility provided by Clearspace enabled Chordiant to implement a dual
navigational approach that allows Mesh community members to browse from a
functional perspective all areas of Chordiant software products, or navigate from a
timeline perspective across each agile development iteration (sprint) taking place.
Customers can immediately interact with content without learning a complex
organization scheme.
Mesh Community stats
All Chordiant product development uses Mesh Collaboration
Over 30 companies participating from over 20 countries
Over 1,000 individuals participating
25,000+ pages of content
6,000+ discussion forum posts
35,000+ tracked features and issues
15 collaborative product releases
“When working with geographically dispersed teams, it's
imperative that critical up-to-the-minute project details
and deliverables are easily available to team members,
stakeholders, and community members alike…relying on
email or other legacy tools leaves far too much room for
misinterpretation and mistakes.”
David Sallet
Manager, Solutions Design
Chordiant
“This is the most
pragmatic and
transparent
approach to product
development between
a software vendor
and its customers
that we’ve ever seen.
There is truly no
wall between our
development team
and Chordiant’s,
everyone is treated
as peers, and we get
answers to questions
and influence the
product direction in
real-time.”
CompuCredit

5. jivesoftware.com
Case Study - Chordiant
Revolutionizing how enterprise software is developed
5 of 5
Results Benefits
Customer loyalty and groundbreaking thought leadership
The level of full transparency that Mesh provides allows everybody to know what the
roadmap is, the plan for each release, the content and status of each sprint, the open
issues and their priority. Not to mention having instant access to the latest code, tests,
and documentation. This would be a dream come true for any software development
team - on top of that you make this also available to customers and partners and you
truly make history!
In summary, the benefits of Chordiant Mesh Community include:
Delighted customers with visibility, influence and participation in the
development of their software
More productive developers with shorter development cycles, better quality, and
clear priorities
Ground breaking thought leadership that provides great competitive
differentiation
Access to Mesh is granted to all Chordiant customers and employees. Customers and
members of the partner program execute a Mesh participation agreement in order
to join the community. A community that brings together in collaboration major
competing companies, knowing that they are all going to benefit from the capabilities
they are adding to the Chordiant platform.
About Jive
Jive develops award-
winning community
software that helps
companies better connect
with their prospects,
customers, and partners
while driving sales, loyalty
and outside innovation.
Jive Software
915 SW Stark St.
Suite 400
Portland, OR 97205
U.S.
1-877-495-3700
International
503-972-6143
Fax
503-961-1047