Case Study: K2 Systems achieves a scalable, 2,000-member customer support community with Hivebrite

K2 Systems partners with Hivebrite to create a customer-service-orientated community

K2 Systems, a developer of mounting-system solutions for photovoltaic installations, faced rapidly increasing customer demand that made its traditional telephone- and email-based support unscalable. To scale service and boost customer satisfaction, K2 Systems partnered with Hivebrite to launch a customer-service–oriented community using the Hivebrite community platform.

Hivebrite implemented a community with forums, a global news feed and four topic-based subgroups led by Community Managers to enable peer support, targeted engagement and company-led help. The Hivebrite-powered community grew to more than 2,000 members in under a year, achieved a 71% activation rate and ~50% month‑on‑month growth, while reducing support ticket time and improving customer satisfaction and retention.

K2 Systems

Edda Mammen

Digital Project Manager