Case Study

Case Study: VMware Uses Knowledge Management To Empower Its Customers With Relevant Content

March 25th, 2011
Kate Leggett, VP, Principal Analyst
Kate Leggett VP, Principal Analyst
With contributor:
William Band

Summary

VMware, a provider of virtualization and cloud infrastructure solutions, needed a way to broaden the reach of its customer service web self-service site so that it could offer proactive as well as reactive support. The company implemented five best practices to solidify its knowledge management foundation and uses social media tools to push relevant knowledge to customers in the way they want to receive it. VMware saw its knowledge base usage grow from 2.5 million users to more than 10 million visitors in two years and also observed an increase in call deflection rates. Since rolling out these best practices, calls have steadily decreased as a percentage of customer support requests; this rate has now fallen below 4%, saving VMware $10 million per year in costs associated with the intake and handling of support calls.

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