JP_Bonna
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Joined 6 years ago
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2020 Customer Awards: Schneider Electric - Best-in-Class: Community
Company: Schneider Electric Company background: Schneider Electric is an innovative energy and automation company that enables their partners, customers, and stakeholders to ensure that everywhere they are, everywhere they operate, Life is On. Our industry is a highly complex and very large ecosystem that is also continuously reinventing itself. We are spearheading the digital transformation of our markets, by providing digital solutions for efficiency and sustainability, working to ensure energy is digitized, reliable, safe, and green. We combine world leading energy technologies, real time automation, software and services into integrated solutions for Homes, Buildings, Data Centers, Infrastructure and Industries. Contact: Jean Philippe Bonnafoux Title: Vice President, Growth & Success Digital Business Related URLs: https://www.se.com/ww/en/ Kudos Category: Best-in-Class: Community 1. Describe your community(s) and how you decided to start a community or grow/change it? (user request, Khoros suggestion, internal idea, etc.). We wanted a way to make our support more collaborative and provide easier self-service so that our entire industry could move faster into the digital and Industrial IOT space. We also knew a lot of knowledge and expertise was trapped inside our network, and within Schneider Electric itself. 2. Tell us about how you made it happen? Did you stage it first? Who got an early look? How did you drive adoption? Did you get executive buy-in? Did you have any key iterations? Mandated by our Chief Digtal Officer, we have designed an open business platform that houses our Khorospowered Community combined with a developer corner and a marketplace. We have started to drive adoption with existing partners and customers product support and business development teams. 3. What were the results? Tell us how it impacted your customer experience or the outcomes you seek as a business. Please include metrics if possible. Community Stats: 42K members in Jun20, 1M views/mth (Forums + KB + Blogs) Business Outcomes: 1) User Engagement: 235K unique visitors in H1 2020 – 40%+ vs H1 2019 | 2) Crowd Sourcing Resolution: up to 90% solution rate 3) Customer Peace of Mind: below 24h response rate for 80% of forum topics https://www.youtube.com/watch?v=OcTE_U35m_8
