karolinalinda
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Joined 5 years ago
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2022 Customer Awards: Dynatrace - Keep Calm and Carry On
Company: Dynatrace Company background: Dynatrace combines deep observability, AIOps, and application security in one open, unified platform to continuously deliver precise answers and intelligent automation from data. We’re a global company of thousands with a singular obsession: make sure every digital experience and interaction, in every industry, everywhere, is flawless and secure. Contact: Karolina Linda Title: Senior Community Manager Related URLs: https://community.dynatrace.com/t5/Dynatrace-Open-Q-A/Impact-of-log4j-zero-day-vulnerability/m-p/177608, https://community.dynatrace.com/t5/Dynatrace-Open-Q-A/Log4j-vulnerability-Log4Shell-Newest-updates-from-Dynatrace/m-p/177604, https://www.dynatrace.com/news/blog/log4shell-highlights-need-for-secure-digital-transformation/, https://www.dynatrace.com/news/blog/log4shell-vulnerability/, https://www.dynatrace.com/news/security-alert/log4shell-log4j-vulnerability/ Kudos Category: Keep Calm and Carry On 1. How did your team shift your existing strategy using the Khoros platform to better engage customers during a crisis? For security-related issues, we had the most common strategy in place, reaching out to customers through emails when an issue occurred. However, Community members are usually faster than any internal workflow. The log4j vulnerability that caused a lot of noise in December 2021 made us shift the way we communicate with customers and use the Community for that purpose. Open communication is crucial when every minute counts in case of security issues. 2. What operational processes did you create or change to respond in a time of crisis? Firstly, we worked with our Support teams to offload them in case of future security vulnerabilities. We established an internal communication process and made a decision to always create a Community post for future issues. That way, the information is searchable and easily available through Google. We also created an internal ideation forum for our Application Security team. 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? The most important success metric is the number of Support tickets vs the number of page views of a dedicated Community post. This lets us easily determine how much we saved Support from the flood of customer cases. Other metrics we monitor are those related to the internal security ideation forum – the numbers of page views, users, and votes ensure us that it stays healthy and alive.2022 Customer Awards: Dynatrace - Rookie of the Year
Company: Dynatrace Company background: Dynatrace combines deep observability, AIOps, and application security in one open, unified platform to continuously deliver precise answers and intelligent automation from data. We’re a global company of thousands with a singular obsession: make sure every digital experience and interaction, in every industry, everywhere, is flawless and secure. Contact: Karolina Linda Title: Senior Community Manager Related URLs: https://community.dynatrace.com/, https://www.dynatrace.com/news/blog/ensure-your-success-with-the-new-dynatrace-community-experience/, https://www.linkedin.com/company/dynatrace/ Kudos Category: Rookie of the Year 1. Describe your company and your organization. Dynatrace is a software intelligence company that combines deep observability, AIOps, and application security in one platform to continuously deliver precise answers and automation from data. The Community team counts four members and lives in Product Management. 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. Our Community was failing at delivering its purpose with a legacy platform that was providing numerous outages and even security vulnerabilities. We’ve found Khoros to be a partner and an innovator – just like Dynatrace. Khoros addressed all our requirements, had a very active Community in place, and we felt that we’ll be finally able to innovate and grow. 3. What were your goals when investing in Khoros technology and what successes have you already experienced because of the investment? Were you able to gain traction faster than expected? Please include metrics if possible. We wanted the traffic and engagement to go up again, and our customers to get the most out of the product quickly through crowd-sourced collaboration. Already in the first month after the Khoros launch, we had the highest number of product ideas submitted in a year. A month later, we had the highest number of questions asked in a year, and immediate external traffic growth of 10%.Re: How to calculate 'Cost Savings' within a Community
Hi TeroRe, From what I remember, bots are excluded from Community Analytics. From the Khoros blog post: Page Views approximates user behavior and therefore excludes non-human requests (Web crawlers, robots, RSS feeds, REST API calls, ActiveCast calls, and LevelUp requests). A visit is one or more page views over time by a uniquely identified client (visitor). Regards, Karolina
