Case Study: McAfee achieves 26% drop in call volume and $2.6M annual cost savings with Jive Software

McAfee Revamps Customer Support with Jive-Powered Communities

McAfee, a global leader in security technology serving 125 million customers, faced an outdated, unscalable homegrown support forum that couldn’t track conversations or help reps manage increasingly complex product issues. The company wanted to boost customer satisfaction and loyalty, reduce costs, and give support teams better ways to engage customers and collaborate across functions.

McAfee selected Jive to power both an external customer community and an internal employee community; today the customer site has 100,000+ registered users and 2.6 million annual visitors, and the internal community includes over 5,000 employees. The result: 58% of surveyed users self-resolve issues, call volume fell 26%, call-handling costs dropped by about $2–$2.6M per year, customer satisfaction rose 25% (loyalty up 33%), first-call resolution improved 17%, onboarding time was cut in half and turnover fell 10%.

McAfee

Barry McPherson

EVP, Worldwide Technical Support, Manufacturing and Facilities, McAfee