Communication is not possible. The shuttle has no power. Using the gravitational pull of a star to slingshot back in time?

The Zenoss Community Helps Create Customers for Life

Meet Our Customer

Zenoss is a Saas-based monitoring system building real-time IT service models. They train machine learning algorithms to predict and eliminate outages in hybrid IT environments, dramatically reducing downtime and IT spend. They use Salesforce as their CRM.

Learn how Zenoss is offering an optimal customer experience that combines support, community, and outreach in one unified engagement platform – the TechZen User Community.

Higher Logic Products & Services

Community

Opportunity

Need to Upgrade Community Experience

Zenoss has facilitated a user community for over 10 years, becoming the de facto online gathering place for IT Ops customers. Recently, Zenoss enhanced customer experience by revamping its online community – name, brand, and all. 

The company prioritized five initiatives:

  • Migrating all existing community discussions and user profiles
  • An open API for its CRM integration
  • Support and other existing solutions
  • User experience and interface
  • Dynamic public and private customer community forums
Opportunity
Strategy

Introduce New Capabilities with Higher Logic

With these goals in mind, Zenoss relaunched the user community with Higher Logic’s online community platform. The new community platform introduced innovative collaboration capabilities, enhanced overall user experience, and provided scalability to support the rapid membership growth.

Strategy

“The choice of our new community platform was key in enabling our users to innovate and overcome challenges by leveraging the collective intelligence of the group. With the level of complexity in modern IT environments, having immediate and unlimited access to this intelligence enhances the speed we serve our customers.”

Brian Wilson Chief Customer Officer (former), Zenoss

Engage your Customers