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: Bottom Line Savings Rock Star
1. Tell us how you are implementing Khoros’ digital engagement technologies (e.g. community and/or social media management) to meet your customer care business goals. Please highlight unique programs, technical upgrades and/or API usage to help reach these goals.
Throughout 2020 we have displayed the Khoros Survey to all SAP Concur community visitors that browse the site for more than 3 minutes, see Fig. 1. From this survey we have been able to not only gather quantitative and qualitative data from our visitors, we have also been able to calculate our customers' satisfaction (Net Promoter Score) and our support resolution savings using the Khoros/Forrester Support Deflection Formula, see Fig.2.
The data gathered helped us paint a more refined profile of our visitors. It gave us more insight into our customers’ needs and wants and also confirmed that our community site offers value to our existing customers and prospects together with making significant cost saving for our organization. Some of the features that were inspired by our customers through the Khoros survey include: product forum re-structure, revamping our support area and clarifying how to join a group or how to reset a password.
2. How did the new technologies enable your business or organization to change?
Knowing what our existing customers and prospects are looking for helped us refine the existing community content and curate missing content. We leveraged this data to also redesign our home page and site navigation, and highlight the content customers are most looking for instead of what we assumed they were looking for.
An additional benefit of this change was the conversion of some reluctant contributors to active contributors and promoters of the community. Our content contributors appreciate the ease of creating and uploading new support or product related content and reach out to thousands of customers 24/7.
3. What are your customer care and business results in quantifiable metrics? Include support savings metrics (e.g. cost savings, decreased response time, call deflection, reduced case escalations, increased agent productivity, optimizing campaigns, and efficiency with publishing and reporting).
Khoros/Forrester Support Deflection Formula shows that in 2020 our community was responsible for saving our organization over 1 million dollars in support costs and we are on track to exceed that amount in 2021.
Going forward we are curating additional support content and will carry on using the Promoted Search feature to match specific search keywords to newly added content to deflect even more support queries.