Case Study: Micro Focus achieves improved self-help and support efficiency with Verint Systems' Verint Community

Micro Focus Drives Efficiency & Self-Help for Customers Using Verint Community Platform

Micro Focus, a global enterprise software provider with more than 11,000 employees and a 100+ product portfolio, needed to consolidate overlapping community platforms acquired through growth into a single, easy-to-use hub for support, collaboration, documentation and training. The goal was to standardize on a flexible, integratable platform that would elevate the voice of the customer, increase self-service and improve support productivity.

Working with consultancy 3sides, Micro Focus deployed Verint Community as its unified engagement platform, serving 120,000 users with features like Q&A, expert volunteers, support news and structured labels for better search. Since 2021 the community has grown members by 25% and content views by 24%, generated 2.5M+ content items and 20,000+ ideas (with ~19% delivered), helped deflect support calls, steer 25% of development toward customer-sourced ideas, reduce churn risk and deliver a seamless multi-brand experience.

Micro Focus

Raquel Winkler

Community Manager