bjennewein
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2021 Customer Awards: Splunk - Rookie of the Year
Company: Splunk Company background: Splunk is the world’s first Data-to-Everything Platform designed to remove the barriers between data and action, so that everyone thrives in the Data Age. We’re empowering IT, DevOps and security teams to transform their organizations with data from any source and on any timescale. With more than 6,000 employees in 27 offices worldwide, we’re building a future where data provides clarity, elevates discussion and accelerates progress for innovators in IT, security, DevOps and more. Contact: Bryan Jennewein Title: Senior Director, Splunk Community Related URLs: community.splunk.com Kudos Category: Rookie of the Year 1. Describe your company and your organization. Splunk is the world’s first Data-to-Everything Platform designed to remove the barriers between data and action, so that everyone thrives in the Data Age. We’re empowering IT, DevOps and security teams to transform their organizations with data from any source and on any timescale. 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. We wanted to help our entire community connect, collaborate, and share knowledge in every way, and Khoros, for us, represents our investment in modernizing our communities to enhance experiences, grow membership, increase support, foster education, and drive new ways of engaging. 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. Grow our community membership and engagement; drive greater impact & ROI. In just our first 9 months, we saw 14mil+ page views, 7.3k+ new members, 8k+ topics, 22k replies, 2.6k solutions, and 7.4mil+ solution views plus 93k deflected cases saving us nearly $3mil.2021 Customer Awards: Splunk - Bottom Line Savings Rock Star
Company: Splunk Company background: Splunk is the world’s first Data-to-Everything Platform designed to remove the barriers between data and action, so that everyone thrives in the Data Age. We’re empowering IT, DevOps and security teams to transform their organizations with data from any source and on any timescale. Contact: Bryan Jennewein Title: Senior Director, Splunk Community Related URLs: community.splunk.com Kudos Category: Bottom Line Savings Rock Star 1. Tell us how you are implementing Khoros’ digital engagement technologies (e.g. community and/or social media management) to meet your customer care business goals. Please highlight unique programs, technical upgrades and/or API usage to help reach these goals. Last year, we deployed Khoros Communities to help us modernize our online support community we call Splunk Answers. As part of our launch, we replatformed existing content into a collection of categories and boards, which have since skyrocketed in terms of curation and utilization of Answers. 2. How did the new technologies enable your business or organization to change? Splunk is in the midst of ongoing sustained and accelerated growth, and Khoros Communities helps us scale one of our most important online support programs to empower our growing community of customers to ask questions, discuss products, and provide solutions. 3. What are your customer care and business results in quantifiable metrics? Include support savings metrics (e.g. cost savings, decreased response time, call deflection, reduced case escalations, increased agent productivity, optimizing campaigns, and efficiency with publishing and reporting). Thanks to Khoros Communities, our Splunk Answers program has grown from our launch to now surpass more than 2mil monthly page views, solicit 10k+ new topics, 25k+ replies, 3.5K+ new solutions, and 10mil+ new solution views. These results equate to 121k+ deflected savings for a $3mil+ cost savings.2020 Customer Awards: Splunk, Inc. - The Accelerator
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: The Accelerator 1. Please describe your company and your initiative. 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. What was the “before” state? What challenges did you have to overcome? 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. We had three main programs, which included our online product Q&A forum called Splunk Answers, local/regional user groups, an MVP program called SplunkTrust, and new innovation and feedback program called Splunk Ideas. The challenges were that these programs all functioned as disparate programs, and the technology supporting them was too outdated to provide the capabilities and the data we need to drive these forward. We wanted to see both membership and engagement with our programs grow, but technology limitations were our biggest blocker. 3. What were the results? Please cite qualitative and quantitative results. Launching Khoros was like injecting jet fuel into community programs, as every single one has seen an acceleration that exceeds our every expectation. 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 increased new member conversion by 200%+, converting about 1.4k+ new members in our first month or so. And our members are freaking out (in a good way!) about all of the new gamification elements we’ve been able to introduce. We’ve awarded 11k+ badges since launch, and we’ve delivered a new Ranking system with 15 ranks, and integrated our old “karma” system in place of the Khoros “kudos” system. And perhaps our biggest achievement and accelerant with launch was a successful migration of our old site into the new Khoros site. In less than four months, not only did we launch our brand new site in a beautifully branded experience, but we also migrated thousands of user accounts, 100k+ posts, 140k+ solutions, millions of comments and more. Our users went to sleep one night and woke up to a seamless migration and breath-taking new user experience and features. What’s more, with this migration, we could now ascertain metrics never before possible, including activity and engagement from our SplunkTrust (MVPs) in our other areas and programs. But wait! There’s more! Launching Khoros has also allowed the community to expand. That’s right… we launched a brand new site, migrated a monolithic site in the process, AND launched new community programs to include blogs, discussions outside of our Q&A section, and cross-promotion with our other programs and resources. If this was the result in just the first month or so, we cannot wait to see where our first year takes us!2020 Customer Awards: Splunk, Inc. - Rookie of the Year
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.
