Company: Dynatrace
Company background: Dynatrace combines deep observability, AIOps, and application security in one open, unified platform to continuously deliver precise answers and intelligent automation from data. We’re a global company of thousands with a singular obsession: make sure every digital experience and interaction, in every industry, everywhere, is flawless and secure.
Contact: Karolina Linda
Title: Senior Community Manager
Related URLs: https://community.dynatrace.com/t5/Dynatrace-Open-Q-A/Impact-of-log4j-zero-day-vulnerability/m-p/177608, https://community.dynatrace.com/t5/Dynatrace-Open-Q-A/Log4j-vulnerability-Log4Shell-Newest-updates-from-Dynatrace/m-p/177604, https://www.dynatrace.com/news/blog/log4shell-highlights-need-for-secure-digital-transformation/, https://www.dynatrace.com/news/blog/log4shell-vulnerability/, https://www.dynatrace.com/news/security-alert/log4shell-log4j-vulnerability/
Kudos Category: Keep Calm and Carry On
1. How did your team shift your existing strategy using the Khoros platform to better engage customers during a crisis?
For security-related issues, we had the most common strategy in place, reaching out to customers through emails when an issue occurred. However, Community members are usually faster than any internal workflow. The log4j vulnerability that caused a lot of noise in December 2021 made us shift the way we communicate with customers and use the Community for that purpose. Open communication is crucial when every minute counts in case of security issues.
2. What operational processes did you create or change to respond in a time of crisis?
Firstly, we worked with our Support teams to offload them in case of future security vulnerabilities. We established an internal communication process and made a decision to always create a Community post for future issues. That way, the information is searchable and easily available through Google. We also created an internal ideation forum for our Application Security team.
3. What success metrics did you use to determine if your shifts in strategy and process had the desired outcomes? What were those quantifiable outcomes?
The most important success metric is the number of Support tickets vs the number of page views of a dedicated Community post. This lets us easily determine how much we saved Support from the flood of customer cases. Other metrics we monitor are those related to the internal security ideation forum – the numbers of page views, users, and votes ensure us that it stays healthy and alive.