Company: Splunk
Company background: Splunk is the world’s first Data-to-Everything Platform designed to remove the barriers between data and action, so that everyone thrives in the Data Age. We’re empowering IT, DevOps and security teams to transform their organizations with data from any source and on any timescale.
Contact: Bryan Jennewein
Title: Senior Director, Splunk Community
Related URLs: community.splunk.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.
Last year, we deployed Khoros Communities to help us modernize our online support community we call Splunk Answers. As part of our launch, we replatformed existing content into a collection of categories and boards, which have since skyrocketed in terms of curation and utilization of Answers.
2. How did the new technologies enable your business or organization to change?
Splunk is in the midst of ongoing sustained and accelerated growth, and Khoros Communities helps us scale one of our most important online support programs to empower our growing community of customers to ask questions, discuss products, and provide solutions.
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).
Thanks to Khoros Communities, our Splunk Answers program has grown from our launch to now surpass more than 2mil monthly page views, solicit 10k+ new topics, 25k+ replies, 3.5K+ new solutions, and 10mil+ new solution views. These results equate to 121k+ deflected savings for a $3mil+ cost savings.
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