CASE STUDY

Combining Sales, Service and Community Clouds to Create a Unified Customer Experience

Gigamon is a privately held company based out of California that drives the technological convergence of networking and security. Founded in 2004, they provide the market-leading network visibility and analytics solution for enterprises. Gigamon serves more than 80 of the Fortune 100 companies, and needed a community that would better support their customers, partners, employees and the public.

CLIENT

Gigamon

INDUSTRY

High Tech

PRODUCTS

Salesforce Community Cloud
Salesforce Sales Cloud
Salesforce Service Cloud

LINKS

Gigamon Case Study Webinar

Live Community Link

OUTCOMES

40,000 annual logins

30% increase YoY

6,500 members | 5x increase

340 questions | 940 answers

Challenge

Low engagement among potential and new users; disparate presentation of resources

Gigamon’s legacy community had a lot of useful information, but it was locked behind logins on disparate platforms. This resulted in low engagement among users. They needed a digital transformation that would increase interactions among employees and customers, provide a seamless experience and help users leverage self-service to problem solve.

 

Solution

Community Cloud implementation combined with Sales and Service Clouds

To achieve their desired outcomes, Gigamon undertook a Community Cloud implementation to serve as the system of engagement for customers and employees. This combined with Sales Cloud and Service Cloud as the systems of record, ensuring a unified, seamless and streamlined experience for all users trying to interact with Gigamon and access resources.

 

Outcome

More personalized experiences that generate higher levels of engagement

Gigamon sought to boost its lagging engagement levels when they undertook their digital transformation. The new Gigamon community successfully increased stakeholder interactions, improved support deflection and time-to-product-adoption thanks to self-service and achieved other tangible benefits.