Company: Flexera
Company background: Flexera helps enterprises optimize their technology footprint and realize IT’s full potential to accelerate their businesses. Our online community connects our more than 50,000 global customers and 1300+ team members to achieve their organization’s goals and have a positive, streamlined experience.
Contact: Katie Paffhouse Bussey
Title: Digital Community Manager
Related URLs: https://community.flexera.com/t5/Flexera-Community/ct-p/Flexera_Community
Kudos Category: The Accelerator
1. Please describe your company and your initiative.
Flexera helps enterprises optimize their technology footprint and realize IT’s full potential to accelerate their businesses. Our online community connects our more than 50,000 global customers and 1300+ team members to achieve their organization’s goals and have a positive, streamlined experience.
2. What was the “before” state? What challenges did you have to overcome?
Flexera launched a support modernization overhaul in 2019. Customers believed Flexera did not partner with them to quickly address issues and our failing, inactive community reinforced this storyline. We needed to change the storyline and truly embrace supporting our customers in an online environment.
3. What were the results?
In the 12 months post launch, we have achieved $5 million savings in case deflection. Members receive answers from top subject matter experts (employee, customer, and partner) in less than one day. We’ve seen over a 60% increase in search behavior with over 16,000 searches per month, a 30% increase in referrals from third-party search engines, and see an average of 900 posts per month.
We think our customers say it best – as one contributor said: “The community provides a place to get to the right information right away.”