Author Details:
- Name: Sara Leslie
- Title: Community Leader
- Company: ScienceLogic
Tell us about you, your company, and your team?
I have been a Community Leader for about 18 years and have worked in various industries. This is the 3rd community I have migrated to the Khoros Platform. I sit on the Customer Lifecycle Marketing team. ScienceLogic is a smaller privately owned company who has been in business about 21 years. ScienceLogic offers an AI-powered platform that provides real-time discovery, visibility, assurance, insight, and automation for hybrid IT environments. Learn how ScienceLogic helps top-tier organizations optimize cost, efficiency, innovation, and business resilience.
How does your role and your team support your company and its goals?
Our team sits within the marketing org and manages customer programs. Migrating, relaunching and growing our online community is a cornerstone to our companies' success.
Who were the teams and use cases you put this solution in place for? What challenges was this solution intended to solve?
Our marketing organization championed relaunching and growing our online community but we also gained the attention and support from our whole Executive team. Primary stakeholder teams are product, support and sales enablement. We really needed to developer a closer relationship with our customers, allow them access to more self-service support resources and enable collaboration amongst our customer and partner ecosystem. The community offering is intended to address key challenges: customer CSAT scores, churn and brand visibility are top priorities.
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.
We just launched in April but have already seen some healthy community trends: customers stepping in and assisting each other, responding on our behalf. We have great engagement in our ideas area which is positively impacting our product roadmap - getting customer ideas and feedback directly the product team is an outstanding win for our company.
What were the business outcomes and value driven by addressing these challenges? Please share specific results, metrics, and/or KPIs that quantify the change.
Key KPIs we are tracking and have seen success with are: reducing churn especially with target customer accounts, increasing customer satisfaction, increasing the quality of customer product idea submissions, demonstrating responsiveness and a customer first approach.
What were the progress outcomes driven by addressing these challenges? Please share specific results, metrics, and/or KPIs that quantify the change.
Decrease in support tickets and associated redundancy which has positively impacted overall cost for the support org, Increased awareness of our product announcements and updates leading to brand differentiation from our competitors. We have not yet been able to measure the CSAT and NPS scores as that is a Q4 focus.
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?
When I joined ScienceLogic they were leveraging the SalesForce Community Cloud offering. The community was providing NEGATIVE value- almost no logins, low employee responsiveness, license requirements restricted customer and employee engagement, customers didn't like the UX and finding any type of content was difficult. Migrating to Khoros completely resolved all of these issues and now our community is thriving.
What parts of your experience working with Khoros enabled you to address the need or challenge?
Khoros has consistently offered a top of the line, great out of the box experience for customers. The team has great project, launch and onboarding processes and resources. The highlights were team assistance with community configuration and leveraging best practices for setting up the best possible user experience.