Case Study: SPS Commerce achieves faster support and stronger customer engagement with Get Satisfaction

Customers get help, give help and share ideas in SPS Commerce’s online community

SPS Commerce, a rapidly growing supply chain management company, needed a scalable way to support customers while capturing their feedback and ideas more effectively. It turned to Get Satisfaction and its online community platform to add a self-service support channel and better connect customers with product management.

Get Satisfaction helped SPS Commerce launch the community in about five weeks and integrate it across its website, customer portal, and product. The result was immediate: more than 28,000 customer contacts deflected in the first year, 450+ registered users early on, and 50 customer ideas captured in 12 months, freeing the support team to focus on higher-value work.

SPS Commerce

Jessica McDouall

Director of Non-Integrated Services