CASE STUDY

Leveraging Hyper-Relevance & Gamification to Encourage Community Adoption

Tenable is a high tech software provider specializing in cyber security software and services. More than 24,000 organizations rely on Tenable’s software to protect their IT infrastructure. Tenable has a growing user base of tens of thousands of people, but needed a digital experience that could further grow their usership.

CLIENT

Tenable

INDUSTRY

High Tech

PRODUCTS

Salesforce Community Cloud
Salesforce Service Cloud
7Summits Expedition Pack

LINKS

Tenable Case Study Webinar

Live Community Link

OUTCOMES

2,700,000
annual unique vistors

971,000
annual article views

50% 
increase in group membership

98%
of forum posts have replies

Challenge

Customers not adopting Tenable’s existing community; low levels of engagement

Tenable was dealing with an uninspired customer base that was not adopting their digital community. On top of that, those who had joined were not very engaged. Tenable desired a revamped digital experience that encouraged and rewarded customers for interacting with the community and each other. They aimed to grow from 52,000 to more than 650,000 total users.

 

Solution

Scalable, gamified community that increases usership while encouraging involvement

Tenable implemented a sleek and easy-to-use solution that rewarded their customers for participating. The new home page immediately drew users’ attention, and the onboarding flow allowed customers to quickly follow relevant topics and groups. Knowledge articles and a Q&A feed were highlighted, allowing users to collaborate and conduct self-service queries.

 

Outcome

Significant growth in membership, page views, onboarding and overall involvement

The redesigned digital experience directly resulted in significantly improved activity throughout Tenable’s community. The higher levels of involvement contributed to a variety of tangible benefits.