Author Details:
- Name: Malgorzata Murawska
- Title: Community Manager
- Company: Dynatrace
Tell us about you, your company, and your team?
In the Community team, we often compare ourselves to the Power Rangers. Besides supervising the forum, each team member has tasks tailored to their experience and unique superpowers that enrich our work. We're proud to have such a unique team, thanks to the diverse perspectives, talents, and incredible people behind them. Maciej is an experienced and passionate product owner who makes sure the Community runs smoothly. Ana is a natural leader, excelling in team management. Agata is an expert in marketing, networking, and cross-team cooperation. Iza can translate any data and numbers into insightful conclusions. Michał is a talented UI designer and a meticulous Product Ideas manager. And there’s me – I joined three months ago and I love it already. As for my role, I find great joy in content creation and project management. Despite our differences, we share a common passion: helping people. We’re the right people in the right place, as the work culture at Dynatrace supports openness, curiosity, authenticity, and providing meaningful answers.
All Dynatracers share and are driven by these values, so it’s no wonder our product—Dynatrace—is an excellent tool that makes customers' lives easier. With deep observability, intelligence, and automation, Dynatrace modernizes and optimizes cloud operations and simply ensures the software works perfectly. The Dynatrace platform leverages AI to anticipate future behaviors, deliver precise answers and intelligent automation, automatically provide recommendations, create suggested workflows or dashboards, and let people use natural language to explore, solve, and complete tasks.
How does your role and your team support your company and its goals?
The Community Team is vital when it comes to bridging the gap between our company and customers. Our Community isn’t just a platform for knowledge sharing; it’s a vivid space where individuals come together to solve problems, share insights, and build lasting relationships, often meeting in person. We prioritize making self-service easy for our visitors, ensuring they can quickly find resources to address their needs. By creating an environment where our guests feel heard, we facilitate valuable connections between them and product development teams. This allows us to gather insights into their needs, ideas, and real-life use cases, which in return improves Dynatrace offerings.
Our efforts directly align with Dynatrace's core values: Innovate with Passion, Engage with Purpose, and Win with Integrity. By creating diverse content that appeals to a broad audience, we support critical company goals, such as enhancing our Go-To-Market strategy. Collaborating closely with marketing, sales, customer success managers, and developers, we increase visibility and access to expert support, ultimately enriching the customer experience. This approach not only reinforces the Community’s value but also advances Dynatrace’s mission to provide exceptional solutions to clients.
Who were the teams and use cases you put this solution in place for? What challenges was this solution intended to solve?
Community is a platform that brings experts, clients, and partners together around our product. One of its incredible advantages is that it collaborates with many departments across the organization, including product managers, engineers, developers, technical experts, sales, documentation, marketing, etc. The Community is designed to enable Dynatrace users to share knowledge, tips, and tricks while also allowing them to solve their problems in real time. A vital aspect of the Community is the feedback channel and a space where clients can propose product improvements and new solutions. This allows the product to better meet users' expectations by fostering dialogue. The Community also addresses challenges such as empowering users to troubleshoot independently, facilitating cross-department collaboration, improving post-purchase customer experience, and driving continuous product enhancement based on user input.
Dynatrace Community
What is a recent win, major innovation, or challenge your team has tackled in the past year that this solution helped you address? Describe the challenge, opportunity, and teams involved.
The Dynatrace Community is a highly dynamic organization, constantly generating new ideas and implementing those that improve our work. Recently, we collaborated with several product managers and key decision-makers within a range of departments - R&D, Documentation, Developers, Product, Support - to enhance the overall customer experience and satisfaction. Our main objective was to simplify one of the core reasons the Community is so valuable—self-service and problem-solving, increase CSAT, and to deflect chat conversations and number of raised tickets. The reason behind it was the challenge of scattered problem solutions located in different, non-related resources. That's why we created a Troubleshooting Forum where users can share use cases, detailing their problems and providing solutions. These posts are usually well-received, generating a lot of views, engagement, and gratitude from the Community members.
What were the business outcomes and value driven by addressing these challenges? Please share specific results, metrics, and/or KPIs that quantify the change.
Community's success is mostly measured in bounced support tickets, increased page views (the most popular posts have around 300,000 views!), likes and comments given.
Dynatrace community's pageviewsDynatrace community's unique visitors chart
What were the progress outcomes driven by addressing these challenges? Please share specific results, metrics, and/or KPIs that quantify the change.
Besides increased values mentioned above, our actions result in Increased customer adoption, Shorter onboarding time for new features, Increased Customer advocacy.
What differentiated the Khoros Communities solution in your ability to achieve/deliver on your goals for the year? What in the solution helped enable it? Were other factors involved?
The Khoros Communities solution played a crucial role in helping us achieve our goals for the year. Our objectives included increasing the number of active users, posts, and page views, enhancing customer experience and support through effective product idea management, and creating engaging content. Additionally, we wanted to establish groups where users with shared interests could connect and ensure that self-service and problem-solving were quick and easy. Khoros, a standout multi-faceted platform, enabled all of these by providing a robust and flexible platform that allowed us to manage and grow our Community efficiently. The ability to create specialized groups, facilitate content sharing, and offer seamless self-service solutions helped us meet these goals. However, we couldn’t have achieved this without the promotion of the Community and strong collaboration with other teams, who played a key role in increasing visibility and engagement within the Community.
What parts of your experience working with Khoros enabled you to address the need or challenge?
The Khoros Communities solution provided a powerful and flexible platform for effectively managing and growing our Community. A key feature is the Product Idea Forum, vital for maintaining client communication, gathering feedback, and continuously improving our product. Additionally, we really appreciate the ability to create specialized groups, enabling users with shared interests to connect and boosting participation. The platform also simplified content sharing, allowing us to create engaging materials that resonated with our audience. Its self-service capabilities made issue resolution quick and easy.