Higher Logic has over 10 years of expertise in online community building. Get in touch to learn how we can help you create your thriving community.
Meet Our Customer
Zenoss is a Saas-based monitoring system building real-time IT service models. They train machine learning algorithms to predict and eliminate outages in hybrid IT environments, dramatically reducing downtime and IT spend. They use Salesforce as their CRM.
Learn how Zenoss is offering an optimal customer experience that combines support, community, and outreach in one unified engagement platform – the TechZen User Community.
Higher Logic Products & Services
Need to Upgrade Community Experience
Zenoss has facilitated a user community for over 10 years, becoming the de facto online gathering place for IT Ops customers. Recently, Zenoss enhanced customer experience by revamping its online community – name, brand, and all.
The company prioritized five initiatives:
- Migrating all existing community discussions and user profiles
- An open API for its CRM integration
- Support and other existing solutions
- User experience and interface
- Dynamic public and private customer community forums
Introduce New Capabilities with Higher Logic
With these goals in mind, Zenoss relaunched the user community with Higher Logic’s online community platform. The new community platform introduced innovative collaboration capabilities, enhanced overall user experience, and provided scalability to support the rapid membership growth.
Increases in Community Growth
Since launching their TechZen User Community on the Higher Logic platform, they’ve seen dramatic membership growth and increased engagement.
Through new capabilities and engagement strategies, Zenoss has gained greater insight into the needs of its customers. The company also uses its community to proactively engage customers in the product development process, improving satisfaction and reducing support tickets after release.
- 140% membership increase first year postlaunch (over previous year on old platform)
- 5-10% increase in webinar attendance through automation rules
- 3,500+ active members worldwide
“The choice of our new community platform was key in enabling our users to innovate and overcome challenges by leveraging the collective intelligence of the group. With the level of complexity in modern IT environments, having immediate and unlimited access to this intelligence enhances the speed we serve our customers.”