Company: SAP Concur
Company background: SAP Concur is the world’s leading brand for travel, expense and invoice management solutions.
Contact: Beshoy Maoud and Severine Egerton
Title: Site Manager and Project Manager
Related URLs: https://community.concur.com/
Kudos Category: Best-in-Class: Community
1. Describe your community(s) and how you decided to start a community or grow/change it in the last year? (user request, Khoros suggestion, internal idea, etc.) What is the purpose of your community?
The primary objective of the SAP Concur community is to serve as a peer-to-peer channel for SAP Concur customers in the United States and around the world. The community facilitates conversations focused on SAP Concur products, industry insights and support content.
After monitoring our most searched and consumed content, and evaluating customer feedback from the Khoros survey we understood that an increasing number of customers were looking for support and that the support section on our community site wasn't meeting their needs so we decided to revamp and enhance this section.
2. Tell us about how you made it happen? Did you stage it first? Who got an early look? How did you drive adoption? Did you get executive buy-in? Did you have any key iterations?
We improved our existing support content from a list of a dozen Q&As to over 50+ labeled and filterable blog articles, see Fig. 1 and Fig. 2.
Improved Support and FAQs section: https://community.concur.com/t5/Support-and-FAQs/bg-p/Support
We then raised the visibility of this improved section before allowing extra traffic from our main .com website and our online products to be redirected to this new custom blog template, see Fig. 3 and Fig. 4.
We work with our internal stakeholders to create a quarterly feature roadmap to include the features related to our improved support section. This roadmap is sub-divided into eight focus areas including Content, Engagement, User Experience, Automation, etc.
To deliver this roadmap, we work closely with our dedicated Khoros Success Services team. Our team consists of a Project Manager, a Web Engineer and a QA Engineer. We meet with them on a weekly basis to review ticket status and plan releases.
3. What were the results? Tell us how it impacted your customer experience or the outcomes you seek as a business. Please include metrics if possible.
Since June 2020, customers looking for support from our online products are now invited to visit a dedicated section of the community to self-serve for support-related frequently asked questions and product how-tos.
The results for 2020, especially during the second half of the year, have surpassed our expectations. Our traffic saw a 46% increase compared to 2019 (unique visits). Registrations grew by 55%, posts growth rate improved by 10% and overall, the community was 31% more responsive in 2020.
Our community has now become our organization's main repository for support content and product how-tos and is also the primary channel for customers to engage with each other.