Company: JMP
Company background: JMP is a business unit of SAS that produces interactive software for desktop statistical discovery. Pronounced “jump,” its name suggests a leap in interactivity, a move in a new direction. John Sall, SAS co-founder and Executive Vice President, created this dynamic software and remains its chief architect and leader of the JMP division. Introduced in 1989 with scientists and engineers in mind, JMP has grown into a family of statistical discovery products used worldwide in almost every industry. From its beginnings, JMP software has empowered its users by enabling interactive analytics on the desktop.
Contact: Ryan Gilmore
Title: Community Manager
Related URLs: community.jmp.com
Kudos Category: All-Ways Connected
1. Tell us about your digital customer experience: When and why did digital customer experience become a focus and priority for your organization and what technology(ies) did you decide to implement to help you, and what problem(s) does it help solve?
It’s no coincidence that the JMP User Community tag line is “Share. Ask. Learn. Connect.” One of the overarching goals of nearly every area of the JMP User Community and the programs it supports is helping users stay connected. JMP Customer Care focuses on making sure users get the most out of JMP—and one way we do that is by keeping everyone connected.
For the past seven years, the community has supported a vibrant and growing Discussions space where JMP users stay connected, ask and answer questions, and learn from JMP experts. To expand the number of JMP employees in this kind of knowledge sharing, we wanted to draw more of them into the community. We also wanted to give Discovery Summit attendees a space to continue conference conversations. And, the JMP Wish List gave us another layer of engagement to connect with JMP users about their software needs.
In addition, JMP continues to use the community platform to support users through a full set of programs. Below are three of our favorite ways to stay connected, including a list of other programs and spaces that are just as essential to keeping community members connected and our customers cared for.
OTHER PROGRAMS:
2. What are the benefits of having an integrated community and social media management platform for your organization? How does it improve your strategy for digital customer engagement?
Staying connected is made easier through a variety of Khoros-supported technologies. The community platform has enabled centralized knowledge sharing in myriad ways. Here’s how the three programs we featured above use these technologies to keep community members connected in common, convenient spaces.
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3. What are your digital results? Please provide your business outcomes and results because of your digital customer experience approach in quantifiable metrics (e.g. revenue, Net Promoter Score, cost savings, brand reputation).
For insight into how the community is helping JMP in reaching customer care and business goals, we pull from a variety of data sources, including Salesforce data, Tech Support tracking entries, and Community REST API and the Bulk Data API. Here are some high-level findings from this analysis:
A final important note about community content and staying connected: All content in the JMP User Community is translated into multiple languages using the solution from iTalent/Lingotek, allowing customers and employees to collaborate and stay connected regardless of their language choice.
Recognizing a customer that is successfully integrating Khoros to strategically align people, processes, and technology to connect with their customers in all ways.
JMP wanted to draw employees into their community to increase knowledge sharing. They also wanted to add ways for users to connect with each other and the brand. Using Khoros, JMP added many programs to their community including (an ideas exchange) and InsideJMP (an employee resource.)
Finalists:
Recognizing a customer who has been able to utilize the Khoros Care solution most effectively to improve customer satisfaction and manage costs.
Three wanted to gain insight into the customer experience using social media surveys and they needed to meet increased customer needs during COVID-19. Three used Khoros Care to build new customer feedback surveys that aligned with the structure of their other care channels, reconfigured their queues, and introduced a welcome bot.
Finalists:
Recognizing a customer who has been able to utilize the Khoros Community solution most effectively to generate growth and accomplish their company mission.
PowerSchool wanted to offer a seamless customer journey, so they redesigned their community with powerful integrations and a chatbot. When PowerSchool partnered with Khoros in order to focus on growth and innovation, their community membership and activity increased.
Finalists:
Recognizing a customer who has been able to utilize the Khoros Marketing solution most effectively to elevate their brand’s customer engagement capabilities and execution.
With data from the Khoros Marketing platform, TV 2 identified an increase in negative comments on their social media channels. They quickly activated the entire organization and within a week they produced an anti-online harassment film, published articles, and aired interviews. TV 2’s moderation campaign decreased the number of dangerous comments year over year by 2,000 comments per month.
Finalists:
Recognizing a customer who has been able to most effectively showcase success in utilizing at least two out of three solutions - Care, Community, and Marketing — as a synchronized customer engagement platform.
Sky UK needed a way to escalate questions that required Sky staff support without disrupting the peer-to-peer system. They partnered with Khoros to allow Superusers and Oracles to escalate difficult questions to Khoros Care where customer advisors can address them.
Finalists:
Recognizing a customer who has demonstrated the greatest return-on-investment (ROI) using Khoros solutions to save money.
Anaplan wanted to make it easier for members to find and contribute information, education, and support with a lean staff. They empower their members to submit content through a system that uses Khoros’s workflow features to automate and streamline content creation and review.
Finalists:
Recognizing a customer who has demonstrated the greatest return-on-investment (ROI) using Khoros solutions to increase revenue.
Promega, a corporation that produces high tech materials for scientists and technicians around the globe, needed to ramp up operations as their materials were used widely in COVID-19 vaccine development. They shifted their strategy to better engage customers during the pandemic by implementing a listening strategy with Khoros so that they could be proactive, provide meaningful content, and counter misinformation.
Finalists:
Recognizing a customer that has started using Khoros technology within the past 12 months that has already seen increased success in customer engagement.
Esri outgrew their previous community platform: they needed better insights and capabilities and they needed to improve brand sentiment and engagement. Esri decided to partner with Khoros to rebuild their community based on Khoros’s vision for community technology innovation.
Finalists:
Recognizing a customer that has less than three team members and an annual budget lower than $250K who have used one or more solutions to improve their brand’s care, marketing, or community capabilities.
ReachOut wanted to improve their online community to meet the changing needs of young people. They partnered with Khoros to improve the user experience and safety of their community and overcome challenges including a small team and the need for minimal disruptions during the updates.
Finalists:
Recognizing a customer who has best scaled their deployment of a single or multiple Khoros solutions.
Adobe wanted to enhance the gamification of their Experience League community, recognize their most active members, and boost engagement. They teamed up with Khoros to create badges, missions, and super missions to recognize the accomplishments of members and give them goals.
Finalists:
Recognizing a customer who has demonstrated the greatest return-on-investment (ROI) using Khoros solutions to increase revenue.
Intuit wanted to unify all their communities on one customer-facing single platform. In order to facilitate this and support customers 24/7/365, they migrated all their communities onto the Khoros platform and integrated community answers through all other help solutions.
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