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
OUTCOMES
2,700,000
annual unique visitors
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.