Case Study: Schneider Electric transforms software documentation and support with Khoros

Schneider Electric's impactful use of community to enhance customer satisfaction and foster innovation and co-creation

Schneider Electric, a global leader in energy management and automation, needed a better way to make software documentation and customer support more collaborative and accessible for its worldwide audience. Working with Khoros, the company transformed its Khoros-powered community into a central hub for knowledge sharing, peer support, and customer engagement.

Khoros helped Schneider Electric turn the community into a comprehensive documentation and support platform, driving strong business results. The initiative led to a 253% increase in unique visitors, 2 million active community users, a 90% solution rate for community queries, and €28 million in savings, including support deflection equivalent to 550 FTEs.

Schneider Electric

Jean-Philippe Bonnafoux

Global Vice President - Customer Online Communities