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Lithys 2017: Palo Alto Networks - Support Savings Titan

Lithys 2017: Palo Alto Networks - Support Savings Titan

Over the past 2 years since implementing Lithium and evolving our contact and community strategy to leverage the Lithium platform, we have seen significant and direct improvements that effect our bottom line.

 

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Palo Alto Networks logo1.pngCompany: Palo Alto Networks

Entry submitted by: Jeff Browning, Head of Global Customer Communities 

Community: Live Community

Lithy category:  Support Savings Titan

 

As the next-generation security company, we are leading a new era in cyber-security by safely enabling all applications and preventing advanced threats from achieving their objectives for thousands of organizations around the world. We are the fastest growing security company in the market because of our deep expertise, commitment to innovation, and game-changing security platform focused on bringing an end to the era of breaches by uniquely integrating our Next-Generation Firewall, Advanced Endpoint Protection, and Threat Intelligence Cloud.

 

How we're meeting our customer care goals

 

Our Lithium-based Live Community is core to our global customer service and support strategy. With the rapid growth of our business, it’s imperative to motivate customer self-help (TKB) and peer-to-peer collaboration (forums) in order to meet the scale demands of customers. Through the Lithium platform, we support a wide range of users (customers, partners, employees) and topics (from config/management to threat research) to help our business scale and delight our users. We also use Lithium Social Media Management (SMM) for Service as a key listening tool for our support and corporate communications teams to surface customer needs, route response requests quickly, and help our customers succeed. We also integrate our support case management/search system (via Lithium API) to enable our engineers to quickly locate KB articles that accelerate the successful closure of customer support cases.

 

Scaling our customer care organization

 

The most important change is that our existing organization is able to scale better due to the high customer self-help (deflection) rate. This means that we are required to higher fewer total support engineers while maintaining world class support experience to deliver a highly efficient support organization with high customer satisfaction and NPS.

 

Our results

 

Over the past 2 years since implementing Lithium and evolving our contact and community strategy to leverage the Lithium platform, we have seen significant and direct improvements that effect our bottom line. For example, our quarterly support case deflections have increased by 117%. The value returned to the business (through deflections) has grown by 114% and the number of “virtual support engineers” we generate for the business each quarter is the equivalent of 74 engineers. During the same two year time, overall user engagement has increased (peers helping peers) while support engineer time investment has actually declined which results in a healthy community featuring more end-user engagement offloading the support experience.