Case Study: Microsoft achieves faster problem resolution and 33% fewer repeat questions with Stack Overflow for Teams

Microsoft institutes a “cultural transformation”, using Stack Overflow for Teams to ease workflows for 50,000+ engineers

Microsoft, a global leader in technology with more than 50,000 developers, faced major internal knowledge-management challenges: conversations lived in email and chat, an internal Q&A had only about 900 users, roughly 70% of questions went unanswered, and the same questions repeated frequently. To address this, Microsoft adopted Stack Overflow for Teams from Stack Overflow to create a centralized, easy-to-use internal Q&A community.

Stack Overflow implemented an internal instance that, in just 2.5 years, grew to over 70,000 users asking 80,000 questions, cut repeat questions by 33%, and enabled users to find 35x answers per new question; average time-to-solve fell to about 7.5 hours. Stack Overflow’s solution boosted productivity, reduced unanswered queries, and extended value beyond developers to sales and support teams.

Microsoft

Barbara Seldon

Knowledge Management