Case Study: Splunk achieves faster customer response and a global SE knowledge base with Slack

How Splunk uses Slack to make machine data valuable for customers

Splunk, the enterprise software company that turns machine data into actionable insights for customers (including more than 90 Fortune 100 firms), faced a growing communications challenge as its sales engineers and teams spread across 29 global offices. Reliance on email and multiple fragmented tools left SEs isolated when onsite, slowed responses, created duplicate work, and made cross‑functional collaboration and visibility difficult.

By standardizing on Slack—using dedicated channels, searchable conversations as a knowledge base, Google Drive and Donut integrations, a custom /splunkcapture command, and mobile access—Splunk enabled real‑time collaboration, faster customer responses, and simpler manager visibility into opportunities. The result: SEs solve problems and close deals faster, onboarding and leadership development are reinforced through persistent channels, cross‑team projects move more smoothly, and more than 4,000 Splunkers gained a tighter, more efficient communication culture.

Splunk

Fred McAmis

VP, Learning and Development