Case Study: Fortinet builds a thriving customer community with Khoros

How Fortinet creates a centralized and reusable knowledge center to boost self-service success rate

Fortinet, a global cybersecurity leader, needed a way to centralize reusable knowledge, reduce repeat support questions, and help customers find answers faster across its growing support ecosystem. To meet this challenge, Fortinet worked with Khoros to launch an online community that would serve as a hub for customer engagement, knowledge sharing, and technical support.

With Khoros, Fortinet built a community powered by a knowledge base, peer-to-peer support forum, gamification, super user programs, and integration with existing support systems. The results were strong: the community now drives 41 million page views per year, attracts 6.5 million unique visitors, and has grown to 125,000+ registered members, while delivering a 77% self-service success rate and reducing support burden.

Fortinet

Kate McMillan

Service Technology Manager