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2020 Customer Awards: Intuit - The Accelerator

2020 Customer Awards: Intuit - The Accelerator

 

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Company: Intuit

Company background: Intuit’s mission is to Power Prosperity Around the World. We are a global financial platform company with products including TurboTax, QuickBooks, Mint and Turbo, designed to empower consumers, self-employed and small businesses to improve their financial lives. Our platform and products help customers get more money with the least amount of work, while giving them complete confidence in their actions and decisions. Our innovative ecosystem of financial management solutions serves approximately 50 million customers worldwide.

Contact: Matthew Knell

Title: Principal PM, Out-of-Product Help Experiences and Intuit Communities

Related URLs: https://quickbooks.intuit.com/learn-support/us-quickbooks-community/misc/03/community-us

https://ttlc.intuit.com/community/home/misc/03/en-us

https://proconnect.intuit.com/community/

Kudos Category: The Accelerator

1. Please describe your company and your initiative.
Intuit’s mission is to Power Prosperity Around the World. We are a global financial platform company with products including TurboTax, QuickBooks, Mint and Turbo, designed to empower consumers, self-employed and small businesses to improve their financial lives.

2. What was the “before” state? What challenges did you have to overcome?
Before early 2018, Intuit's community platform was on internally hosted and developed system on a legacy Ruby-on-Rails platform. The platform was effective and allowed for customer connections, but presented challenges in scaling to our digital growth and connecting quickly with customers.

3. What were the results? 
Since a trial started with our UK QuickBooks team lead to increased engagement in early 2018, we have migrated to Khoros Communities for 20+ products in QuickBooks, TurboTax, ProConnect businesses, in 11 different countries and in 4 different languages. More than 40mm people visited our global Communities FY20 looking for support, advice, and connections, and we have seen positive improvements in both the quality and speed in our engagements with our customers. 

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