Case Study: Cisco achieves $54.2M in case-deflection savings with Khoros

Cisco Realizes Extraordinary Community ROI with Khoros

Cisco, the global leader in IT solutions, faced a challenge getting the expertise of its 4,000+ Technical Assistance Center (TAC) Engineers into customer-facing content at scale. To motivate and enable engineers to share knowledge, Cisco partnered with Khoros and onboarded Khoros Community to integrate social knowledge and content publishing into their workflows.

Khoros worked with Cisco to launch the Knowledge Champions League (KCL) within Tech Zone, turning engineer collaboration into publishable support articles and managing content publishing to Cisco.com. With Khoros’ platform and program design, Cisco increased articles published annually by 47%, achieved record-high support content satisfaction scores, realized approximately $54.2M in case deflection savings in year one, saw KCL participants create 5x more content than non-participants, and generated over 1M yearly views of KCL-generated content.

Cisco

Becky Scott

Program Manager, Cisco.com Digital Support Experience