Case Study: SAP Hybris achieves faster customer support and higher community engagement with AnswerHub

How enterprise-level product content management software reduced time spent in customer support

SAP Hybris, a leader in customer engagement and commerce technology, needed a commercial platform to replace an inadequate internal forum and build a robust Q&A community that would reward quality contributions, enable easy moderation across departments, integrate with existing tools, and reduce time spent on customer support.

They chose AnswerHub, which delivered reputation features, advanced moderation ("Spaces") and centralized knowledge sharing. Since implementation the community grew rapidly (7,300 new members in 2015, 53% external), produced 7,400 questions with a 56% answer rate and 1,200 Best Answers, improved average time-to-answer to about two days, and measurably reduced support volume while improving user experience.

SAP Hybris

Martin Moser

Director of Knowledge Management