Jive is fundamentally our new normal. It’s about how we approach customers, and clients, and partners in a totally different way to transform a digital customer experience that is unlike any other, and that has Jive at the center of it.
It’s a one-stop-shop for our customers to be able to find the information that they need to connect with their peers, and to ask questions from GE.
They can share code, they can share ideas.
It’s a real, true community. It really brings together the concept of people, and content, and places, not just discussion forums.
Customers, partners, prospects and employees, all collaborating on Jive.
It’s reduced the amount of service calls we get into our call center, it’s created a sense of community for our customers, and it’s really helped simplify our IT portfolio in a way that we never imagined we’d be able to do.
Millions of dollars in savings to call deflections.
Hundreds of answered questions in a given week or a month, you know, over the years, thousands of deflected support calls.
We’ve seen our CSAT on our web increase 30 percent, which translates into customers that are happy with us, they’re staying with us. Our call deflection rates have improved significantly as well, around 40 percent.
Hitachi Data Systems
The Jive platform certainly has made our customer service organization more efficient, therefore we don’t have to expand our headcount in line with the growth of our business.
We, before, had 80 people involved in the content creation and publishing process. We’ve been able to reduce that by about 70 percent, saving us about around $8 million in a three year period.
From the partner perspective, allowing those folks to sell in country in an incredibly effective manner because they’re all connected inside the community. Events, education, all that happens directly inside the community.
We also see an impact on the marketing side, where customers that are more active in our community are more likely to repeat purchase, purchase new products and ultimately refer NI to their colleagues.
A highly loyal, a high value customer base actively engaged in our brand that helps us grow revenue, shorten the sale cycle and improve overall costs of ownership. We’ve delivered a growing community with our membership rate, clipping a 20 percent annual growth rate, and we’ve delivered a community that is advocating on the behalf of EMC brand, delivering upwards of eight percent of share-of-voice in the marketplace.
All the things we wanted to do, quickly and easily build groups without having to engage web developers, use the ideas module in order to get product feedback so that our developers can build a more solid and better product. Gamification, incentivizing customers who wanted to be more engaged with us, to help other customers, all those things became possible for someone like me, without a deep development background, to do in a day-to-day job.
The level of flexibility and adaptability of Jive to replicate what we’re trying to accomplish with our community members is truly amazing.
It helps us understand what our customers are saying about our brand, it helps us engage with our customers, it helps us resolve their issues. It truly is a pivotal component of our strategy.