SAS

Optimize community as a support resource, expand efforts into brand advocacy and explore member/user feedback in future efforts.

Strategy

  • Provide an optimal community experience for new and legacy customers.
  • Enhance SAS communities so that users view them as the primary resources for baseline product support.
  • Transition users away from telephone support to the community for more routine break/fix issues, allowing support professionals to focus on more complex issues.
  • Engage community members to create and share content, promote the community as channel of choice, share their solutions, scripts and other content to help others optimize their SAS product experience.
  • Distribute and syndicate learning from the community both internally and externally across a “community without walls” ecosystem.

Results

  • Created draft vision and socialization assets.
  • Gained buy-in from key senior stakeholders.
  • Won support from owners of community and community managers.

ComBlu’s Role

  • Socialize business case for optimized community model and socialize with key stakeholders.
  • Create community strategy across all three pillars: Feedback, Advocacy and Support.
  • Identify pain points and create community vision that addresses them.
  • Identify group of advocates to serve as design and testing team.
  • Create integrated community/content roadmap for each pillar of community.
  • Define KPIs and identify associated metrics, their sources and weights.