In today’s world of interconnected communities, Pavilion—a leading network with a membership of over 10,000 professionals—faced a growing challenge: their Slack workspace had become a “messy” labyrinth, according to feedback from their own Net Promoter Score (NPS) surveys. What should have been a space fostering member engagement felt more like a roadblock, ultimately compromising Pavilion’s membership experience and perceived value. Enter Bryd, a Slack-first Salesforce consultancy focused on maximizing efficiency and seamless collaboration within Slack workspaces.

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The Challenge

Pavilion’s Slack ecosystem had grown chaotic over time. Members expressed confusion navigating through numerous redundant channels, leading to dwindling engagement and lowered perceived value of their memberships. The Pavilion team struggled to communicate their Slack community’s worth, given its sprawling structure and inconsistent moderation. This, coupled with slipping engagement and adoption rates, made it imperative for Pavilion to find an effective solution quickly.

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‍The Solution

Bryd partnered with Pavilion to conduct a comprehensive Slack audit, tackling their challenges head-on:

• Workspace Consolidation: Migrated the separate Pavilion Analysts workspace into the Pavilion Associate workspace, preserving historical messages while merging members into one unified environment.

• Channel Cleanup: Analyzed and archived over 1,200 unused channels and consolidated dozens of redundancies.

• Strategic Channel Restructuring: Created a documented channel taxonomy and redefined Pavilion’s Slack channel strategy. This reorganization ensured clarity and communicated purpose for each channel, boosting both member and prospect confidence.
• Feature Utilization Training: Empowered Pavilion’s community team with enhanced knowledge of Slack features like Canvases, workflows, and bookmarks for optimal user engagement.

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Weekly collaboration between Bryd’s Jacob Campbell and the Pavilion team kept the project agile, transparent, and efficient. Jacob’s hands-on approach allowed for pivots whenever necessary while maintaining laser focus on delivering results.

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Impact and Results

With Bryd’s solutions fully implemented, Pavilion experienced a tangible transformation:

• Enhanced Perception: Slack is now a compelling selling point for Pavilion’s membership. New members’ first impressions were markedly improved, and tenured members enjoyed a more streamlined, engaging experience tied seamlessly with Pavilion University, Chapter events, and more.
• Increased Engagement: Engagement and adoption metrics soared following the restructuring:some text
  • Weekly active Executive members rose by 33%, from a low of 30% to 40%.
  • Weekly active Associate members climbed from 8.7% to 22%, with the percentage of weekly posters more than doubling.
  • Associate member NPS reached its highest level in over two years, directly correlating to increased Slack engagement.
• Operational Efficiency: Pavilion now enjoys a documented and well-maintained channel directory with clearer member navigation and structured moderation processes for over 100 channels.

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‍Looking Ahead

Pavilion is building upon the strong foundation Bryd established. With a clarified channel strategy and a more streamlined workspace, they are focused on deepening engagement, refining member lifecycle workflows, and enhancing retention rates. The result? A vibrant, organized community experience that positions Slack as the central hub for member connection, collaboration, and growth.

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