Case Study: Protech Associates achieves faster self-service support and boosted user engagement with Higher Logic

Protech Associates Creates Tier 1 Support on Steroids

Protech Associates, a Columbia, MD–based provider of cloud association management software built on Microsoft Dynamics CRM, faced a “communications black box” in 2015: limited direct contact with end users, heavy reliance on support tickets, and customers who often felt left to fend for themselves. Director of Customer Care Matt Bruffey sought a more engaging, self-service way for users to get timely help, documentation and peer advice.

Protech implemented a Higher Logic–powered online community (the Protech Users Group, PUG) integrated with its backend, featuring forums, a resource center, email digests and gamification, plus active participation from Protech experts. The community gained traction quickly — about 50 members in two weeks and 575 within 13 months — drove large downloads of resources (e.g., 100 release-note downloads within an hour), cut support burden, sped answers to questions and improved customer relationships and internal processes.

Protech Associates

Matt Bruffey

Director of Support