Case Study: OpenText achieves improved customer support and engagement with Higher Logic Vanilla

How Vertica Micro Focus Took Back Control of Their Community and Customer Experience

OpenText faced fragmented customer support and community engagement after relying on legacy discussion platforms that made content hard to find and manage. To regain ownership of its support community and reduce support overhead, OpenText selected Higher Logic Vanilla’s cloud-based Community Software (an online community platform) to replace its previous solution and provide a customizable, branded support and marketing hub.

Higher Logic Vanilla implemented a migrated, rebranded community with seamless content and credential transfer, powerful search, notification features, and accessible discussion tools, completing the rollout in a matter of months with strong vendor support. The Higher Logic Vanilla solution improved technical support and customer communication, increased community visitors and discussion volume, and enabled OpenText to better measure engagement and reduce reliance on ticketed support.

OpenText

Sarah Lemaire

Manager Vertica Documentation