Case Study: SecureAuth achieves improved self-service, lower support costs, and faster growth with Higher Logic

How SecureAuth Delivers the Most Secure and Flexible Authentication Experience

SecureAuth needed an easy-to-use way to centralize scattered customer information across forums, blogs, knowledge bases, and other repositories so customers could quickly find answers and self-serve more effectively. The company chose Higher Logic Vanilla from Higher Logic for its simplicity, customization options, and out-of-the-box community platform that could help improve retention, reduce support costs, and support growth.

Higher Logic implemented a branded community that consolidated content into one searchable hub with custom categories, tagging, announcements, and embedded video support. The launch went smoothly, and SecureAuth saw strong customer and internal feedback, better organization of self-service support, improved awareness of product updates, and results that surpassed its original goal of a 10–15% reduction in support ticket volume and response time.

SecureAuth

Nichole Devolites

Director of Customer Experience