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2020 Customer Awards: Splunk, Inc. - Rookie of the Year

2020 Customer Awards: Splunk, Inc. - Rookie of the Year

2020 Customer Awards: Splunk, Inc. - Rookie of the Year

Splunk: Turn Data Into DoingSplunk: Turn Data Into Doing
Company: Splunk, Inc.

Company background: Splunk is the world’s first Data-to-Everything Platform, helping companies of all kinds, around the world, bring data to every question, decision and action. We offer a portfolio of products and solutions, on-premises and cloud, that help IT operations predict and prevent problems with one unified monitoring solution, help Security streamline their entire stack with Splunk as the nerve center, help DevOps practitioners detect, investigate and diagnose problems easily with end-to-end observability, and so much more.

Contact: Bryan Jennewein, PhD

Title: Director of Community Engagement

Related URLs: Visit our Splunk Community!

Kudos Category: Rookie of the Year

1. Describe your company and your organization.

Splunk is the world’s first Data-to-Everything Platform, helping companies of all kinds, around the world, bring data to every question, decision and action. We offer a portfolio of products and solutions, on-premises and cloud, that help IT operations predict and prevent problems with one unified monitoring solution, help Security streamline their entire stack with Splunk as the nerve center, help DevOps practitioners detect, investigate and diagnose problems easily with end-to-end observability, and so much more. 

The Splunk Community is dedicated to providing a place for anyone who is involved with Splunk in their organization to ask questions, learn, give back and have fun. Our community is comprised of more than 200k+ total members and 12k+ monthly active members worldwide and includes programs designed that help members connect, online and in-person, in real-time and asynchronously, to ask questions, seek guidance, provide answers, share success, drive product innovation, learn something new, explore what they’re passionate about, and learn and grow along-the-way.



2. Why did you choose to invest in Khoros and what was your experience before making the switch from a previous solution or investing in new technology.

After an exhaustive process of reviewing the many providers and capabilities available, Khoros emerged as the clear leader for our new enterprise community platform. The ability to both migrate our existing programs to Khoros and launch our new programs on Khoros were key in our decision. We needed a platform that could provide the diversity of interaction styles we wanted with the ability to scale and grow as fast as we have been. The Khoros Community platform was the right choice for us because of its rich features and capabilities, the ability to migrate our product Q&A form, and the ability to launch new discussions, new content capabilities, and new gamification elements, while quickly linking to our User Group and Ideas programs.

The Splunk Community had been on the same disparate (and out-dated) technology stacks for several years, and one particular platform had not had a major upgrade in almost 3 years. It was nearly impossible to get meaningful data and insights about our community and to put that data to work fueling the strategy and growth of our community programs.  

With the growth of our community, our company and the breadth of helpful content available, we knew that it was time to invest in updates to support our incredibly passionate users and welcome new members with open arms. We wanted to create a central hub for all of our community programs to intersect, and we wanted to grow our existing programs, like Splunk Answers (our online product Q&A forum), while also launching brand new programs and new community features. 

In short, we wanted to help our entire community connect, collaborate, and share knowledge in every exciting way we can. Khoros, for us, represents our investment in bringing our entire community the technologies and capabilities to enhance their experiences and grow the support, education, and connection (and fun!) our community engagement programs provide.



3. What were your goals when investing in Khoros technology and what successes have you already experienced because of the investment? Please include metrics, if possible.

When we began this journey, we set goals to grow our community both in membership and in utilization, and to expand and integrate our existing community programs. 

Since launching Khoros, we've seen increased adoption and utilization in just the first month with a ~10% increase to 2M+ unique page views in a 30-day period and about 15% of registered users have already engaged by posting within the community. We’ve already converted 1.4k+ visitors into new members, which is more than double the new users we’ve been able to convert with our previous sites, and we’ve awarded 11k+ badges. Khoros has also allowed the community to expand to include blogs, discussions outside of our Q&A section and be able to promote our other community properties with ease.

Comments

Thank you for your submission, Bryan.  Khoros is thrilled to have Splunk as a partner and I appreciate all of the great details you shared in your entry. 

Doubled visitor conversions in the first month!  That's REALLY good! Thanks for sharing the story.