2023 Customer Awards: BRP - Bombardier Recreational Products Inc. - Keep Calm and Carry On
Company: BRP - Bombardier Recreational Products Inc.
Company background: Headquartered in the Canadian town of Valcourt, Quebec, BRP has been reimagining the way you access your world since 2003 and beyond. Building on a tradition of ingenuity and intense customer focus that go all the way back to 1937, we operate manufacturing facilities in Canada, the United States, Mexico, Finland, Austria and Australia. We have a total workforce of more than 20,000 driven, resourceful people. Our portfolio of industry-leading and distinctive products comprises Ski-Doo and Lynx snowmobiles, Sea-Doo watercraft, Can-Am On- and Off-Road vehicles, Alumacraft, Manitou, Quintrex and Rotax marine propulsion systems as well as Rotax engines for karts and recreational aircraft. We support our product lines with a dedicated parts, accessories and clothing business, to fully enhance your riding experience. Because it’s not about the destination. It’s about the journey. Yours.
Contact: Gisah Voss Borges
Title: Product Owner
Related URLs: https://community.bossweb.brp.com/
Kudos Category: Keep Calm and Carry On
1. How did your team shift your existing strategy by using Khoros technology to better engage customers during a crisis?
On Monday, August 8, 2022, Bombardier Recreational Products Inc. was the target of malicious cybersecurity activity. BRP took immediate measures to contain the situation and one of them was deactivating all dealers' portal accesses to the many different support systems we have. Only two systems remained available, one of them being our Khoros Community. Access to the dealer support lines was not restored until September 2nd, so for a period of three weeks, both BRP and our dealers relied almost exclusively on the community to communicate and resolve issues. The BRP Dealer Community was a major part of our ability to maintain business continuity throughout that period.
2. What operational processes did you create or change to respond in a time of crisis? How were you able to be innovative using Khoros?
For the first few days, none of the BRP employees had permission to access our systems. The Khoros team supported our community by pinning important posts and moderating where necessary. As Community Manager, I shared all communications sent to dealers using the BRP newsletter posted in the community to keep them up to date on what was going on, since the original newsletter recipients were not necessarily the target users on our community. I was also answering questions from our dealers and techs about when the systems would be restored and sharing their feedback internally to make sure BRP listened to their comments and issues during these difficult days.
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? Please be as specific as possible.
The BRP Community had 44,475 Visits, 44,468 Member Entrances and 2,116 Posts in August 2022. This represents 46% more Visits, 45% more Member Entrances, and 38% more Posts, than in the previous month of July. Historically, July and August are very similar in their metrics.
August 2021 vs August 2022
- Compared to August of the previous year, Page Views increased by 59%, Visits increased by 48%, Member Entrances 53% and Posts increased 75%.
- The Minutes to First response dropped to 316, the lowest average all year.
- Kudos averaged 10 per topic, one of our highest averages which indicates the community members found the content very helpful and informative.
Keep in mind that the BRP Community is a private, closed community reserved for just our dealers and techs, so the above metrics reflect substantial numbers for us.
Without the BRP Dealer Community and the support of my Khoros team members, BRP could not have weathered this storm as well as we did.
Special Thanks: Phil Daniels, James Blackmore, and Will Russell
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