Company: Unit4
Company background: Unit4 is a global software company with 40 years of existence, placed in more than 20 countries all over the world.
Contact: Filipa Pedroso
Title: Community Manager
Kudos Category: Rookie of the Year
1. Describe your company and your organization.
Unit4’s next-generation enterprise software supports our customers in delivering an exceptional People Experience to their customers – from boosting success for students and professionals, to empowering the public servants and nonprofit teams doing good in the world.
We transform work to be more meaningful and inspiring through software that’s self-driving, adaptive and intuitive. Our tagline says it all: In business for people. We help people who help people. Our values are in our DNA, they are what make us unique: “People first, everything else will follow”; “Choose Curiosity, embrace challenges”; “Make an impact, be proud”; “Be Genuine, be true to yourself”.
2. Why did you choose to invest in Khoros and what was your experience before making the switch from a previous solution or investing in new technology.
Users demand the ability to have peer-2-peer discussions with each other. Now we are close to being a fully Cloud company, and how you run a cloud company is quite fundamentally different to how you run an on-premise software company in things like community and how you let your customers engage. Why have we chosen Khoros?
- Khoros clearly being the industry standard for community software.
- Khoros best practice and out of the box implementation strategy fully aligns with ours
- Khoros’ way of helping us change our way of thinking, organizing ourselves and optimizing our communication with the customers
3. What were your goals when investing in Khoros technology and what successes have you already experienced because of the investment?
Our goals are increased CSAT through more customers self-service and improve our understanding of customer requirements.
First of all we have had a steep learning curve during these first 6 months after opening our first 2 peer-peer discussion boards. Since then, we have launched additional discussion boards as well as Ideation, both externally and internally.
For all products we have a high business adopting rate on Ideation, Expert Blogs and Webinars & Events areas. For the ones with the larger user populations we see healthy discussion boards as well.
We still see a lot of potential to grow and are already making our first changes in organization and setup. We recently set up a fully dedicated Community Team of 4 people. All to enhance the User Experience and therefore improve customer adoption and satisfaction.
We clearly see our KPIs move in the right direction and receive mostly positive feedback, being confident that with the tools and support provided by Khoros we will certainly reach our goals set.
Check out our Community Launch video!