Case Study: Solid-State Array (SSA) Solution Provider achieves 35% increase in community response rate with Higher Logic Vanilla

How A Solid-State Array (SSA) Solution Provider Increased Their Community Response Rate By 35%

Solid-State Array Solution Provider, a top-tier SSA company that builds data centers and supports SaaS, cloud and enterprise customers, needed a “best-of-breed” community that was mobile responsive, feature-rich out of the box, customizable, and backed by strong support. Their previous all-in-one vendor was costly, non-mobile and provided poor support, leaving average response times around two days and engagement low — so they chose Higher Logic Vanilla’s community platform for its customization, built-in features and dedicated support.

Higher Logic Vanilla migrated thousands of members and threads smoothly and delivered a mobile-responsive, highly customizable community with gamification and granular permissions. As a result, the SSA Solution Provider saw page views and posts rise ~75%, average time to first comment drop to 8 minutes 21 seconds (under 9 minutes), and community response rate increase from about 30% to 65% (a 35% gain), while also reducing costs and improving ongoing support.