Case Study: Viessmann achieves a unified customer experience and faster digital support with Khoros

How Viessmann built a customer-first strategy with the Khoros platform

Viessmann, a global climate‑solutions and HVAC manufacturer, faced rapidly growing customer conversations across specialized trade forums, social channels and its own site that outpaced manual handling. To provide a single “home turf,” improve routing and break down silos between service, marketing and sales, Viessmann deployed Khoros solutions—Khoros Community, Khoros Care and Khoros Marketing—integrating with CRM/SSO and Salesforce to identify users and streamline dialog across CX teams.

Using Khoros, Viessmann consolidated conversations, routed technical and non‑technical inquiries to the right teams, and linked social interactions to Salesforce for faster, privacy‑compliant handling. The deployment drove measurable gains: community posts +8%, page views +9%, 118% growth in first replies/topics, 41% increase in registrations, a 31% improvement in Avg TAR and 34% more incoming posts; marketing efficiencies rose with 70% of content scheduled in advance and repetitive questions declined. Khoros helped Viessmann scale to over 46k registered users and increase site visits via backlinks while delivering a unified end‑to‑end service experience.

Viessmann