Case Study: StrongView achieves scalable customer support and company-wide collaboration with Jive Software

Jive Integrates With Salesforce.com to Serve the Needs of an Email Marketing and Social Media Firm

StrongView, a cross-channel marketing software provider, faced growing pains as customer demand and new digital channels outpaced its siloed communications and support systems. The company needed to scale customer support, improve ongoing customer engagement, and unify internal collaboration without disrupting critical salesforce.com processes.

StrongView deployed two Jive communities—Spark (customer-facing) and StrongSpace (internal)—with a Salesforce connector and single sign-on to preserve existing workflows. The result was rapid adoption (100% internal, 86% of customers), faster issue resolution, reduced support calls, stronger cross-team collaboration and searchable centralized knowledge; metrics include 58% regular logins to Spark, 95% of users getting answers via the community and a 50% reduction in technical support usage.

StrongView

Dave Cormier

Director of Product Marketing