Company: Microsoft
Company background: Microsoft’s Power Platform combines Power Apps, Power BI, Power Automate and Power Virtual Agents into one robust business application platform, providing quick and easy app building and data insights. Each component is powerful alone, and even better together. They can be connected to each other, as well as to Office 365, Dynamics 365, Azure, and hundreds of other apps for building end-to-end business solutions. Each component has a support community on the Khoros platform, and together these “power communities” serve millions of users in over 100 countries, resulting in an improved customer experience and millions of dollars saved annually in support costs.
Contact: Sandy Rivas
Title: Senior Program Manager
Related URLs:
Microsoft Power BI Community https://community.powerbi.com/
Translated Spanish Power BI Forum (syndicated content is indicated by the cloud-and-arrow icon) https://community.powerbi.com/t5/Translated-Spanish-Desktop/bd-p/pbi_spanish_desktop
Microsoft Power Apps Community https://powerusers.microsoft.com/t5/Power-Apps-Community/ct-p/PowerApps1
Microsoft Power Automate Community https://powerusers.microsoft.com/t5/Microsoft-Power-Automate/ct-p/MPACommunity
Microsoft Virtual Agents Community: https://powerusers.microsoft.com/t5/Welcome-to-the-Community/ct-p/pva_welcome
Kudos Category: All-Ways Connected
1. Tell us about your digital customer experience: When and why did digital customer experience become a focus and priority for your organization and what technology(ies) did you decide to implement to help you, and what problem(s) does it help solve?
Microsoft has always made CX a top priority, and we wanted to better help customers understand how our products fit together and are “better together.” So we implemented a new technology called ICS (Intelligent Content Syndication) that integrates our Khoros communities and allows content to be intelligently, automatically & bi-directionally published to multiple platforms, in near-real time.
2. What are the benefits of having an integrated community and social media management platform for your organization? How does it improve your strategy for digital customer engagement?
Subject matter experts (SMEs) and users from different communities are now connecting in ways that were previously not possible. Moreover, content that would have never been surfaced otherwise is now available where the users *choose* to be, not where the company believes they should be! The language barrier is also eliminated. ICS is equipped with a bi-directional, dynamic translation feature that automatically posts syndicated content in the target language.
3. What are your digital results? Please provide your business outcomes and results because of your digital customer experience approach in quantifiable metrics (e.g. revenue, Net Promoter Score, cost savings, brand reputation).
Within 1st 30 days: ≤ 80% increased page views & 43% increase in visits; increased cross-selling & revenue growth; ≤ 30% higher reach on community posts (representing 120K incremental page views). On the Spanish board alone: thanks to the automated syndication & translation, active users leapt from 50 to 44,000 (!) and an incremental US$400K in deflected support call savings were realized within the 1st 60 days.
<Supporting visuals: >
Demo video https://vimeo.com/440662016/e7b266ab04
PDF showing screenshots and metrics
https://www.dropbox.com/s/u8mwibuk52jbfpl/MSFT-ICS-award-attachment_1.pdf?dl=0
ICS flyer https://www.italentdigital.com/assets/img/ics/ICSBrochure.pdf
ICS white paper https://www.italentdigital.com/ICS-whitepaper.pdf
Full Submission Document: https://aka.ms/KhorosKudosAwardSubmission
