Case Study: Dynatrace achieves 10% fewer support tickets and a stronger self-service community with AnswerHub

How Dynatrace deflected support cases

Dynatrace, a software-intelligence company, needed a scalable way to support a growing user base as the product evolved rapidly (biweekly releases) and their old Q&A site was hard to search, static, and not scaling. They wanted a community “where there are no dumb questions” to deflect cases, surface real-world use cases for new cloud technologies, and strengthen user relationships.

Dynatrace moved to AnswerHub, built a community team, encouraged employee participation, and added gamification and recognition (leaderboards, awards, reputation points) plus an ideation/voting workflow to capture product feedback. In the first two years support tickets dropped by 10%; the 26,000-member community answered 4,400 questions last year, delivering faster answers, lower support effort, richer product insight, and a growing pool of advocates.

Dynatrace

Karolina Linda

Community Manager