Company background: For over three decades, F-Secure has driven innovations in cybersecurity, defending tens of thousands of companies and millions of people. With unsurpassed experience in endpoint protection as well as detection and response, F-Secure shields enterprises and consumers against everything from advanced cyber attacks and data breaches to widespread ransomware infections. Its products are sold in more than 100 countries and employs over 1000 people in 25 countries.
We established our Online Community in May of 2011, with a full-time team of one admin. Very quickly, it became obvious that “build it and they will come” definitely does not work.
In 2012, the company invested more in the community and we hired a Community Manager. Despite struggling with borrowed resources, we managed to slowly build up our forum boards and start a knowledge base section.
During the first year, we saw that people started to use the community as a means to reach out for support, resulting in 500k in call deflection savings.
Investing even further, we eventually became a permanent team of 5 people. We launched a superuser program, redesigned our UI, and enlisted our support engineers to pitch in and help our customers online. The first year we saw an increase of 540% in call deflection savings, reaching 3 million.
Since then, we have increased our deflection savings by €1 million per year and are set to reach 8 million by the end of 2018.
Deflection Cost Savings
Self-Service success rate 2018
Today, even with a very small team, we are trying new things. Having launched Knowledge Centered Service within our Customer Care department, using Lithium’s Salesforce connector (CRM connector) we plan to externally publish our Salesforce Knowledge articles in our Community knowledge base to further increase call deflection savings and self-service success.