Telligent

Using Social Media Applications in Social Customer Service Communities

John Rabara — Thu, 29 Nov 2012 21:50:00 GMT

Social customer service is all about connecting your customers (and prospective customers) with people and information so that they can get help and make better decisions. The foundation, or principle objective, of social customer service is peer-to-peer support – making it possible for customers to help one another. The value proposition is simple; your customers get faster response times and access to a network of their peers and experts, while your organization benefits from lower costs and higher efficiency. But what part do online communities play?

A community is an online hub where people with shared interests can communicate, get support, build relationships and be recognized using today’s most popular social media applications. And a great example of a company that understands the impact of community is Kaseya; its community is focused on providing social support. But why choose community? Kaseya’s Director of Social Media and Community, Brendan Cosgrove, noted that Kaseya “needed to deliver level one support in a way that was more effective than the existing forum and knowledge base. Kaseya customers work in IT; in this industry, the collective ability and willingness to help is very high. We knew that if we could mobilize customers into one area to collaborate, we would create a win for everyone.”

Kaseya and many of our other customers use social media applications in their support communities. For those just starting out and looking to learn the basics, let’s take a look at how to use some of these social media applications in a support context.

Forums

The two most common types of forums are discussion and Q&A. Discussion forums encourage community members to post general content which isn’t necessarily seeking a definitive answer. In a support context, discussion forums are typically used for people to publish their ideas and get feedback or share their thoughts on a particular topic. Examples include: submitting new product ideas, requesting enhancements and discussing industry trends. Here’s a sample discussion thread:

(Source: community.prometheanplanet.com)

Promethean Planet’s use of discussion threads is a great engagement method in the community. Promethean’s Head of Planet Development, Gillian Lycett, stated that “our members are delighted with Promethean Planet. They rave about the opportunity to engage with fellow educators, get product support, exchange resources and share teaching tips in one central place.”

In contrast to discussion forums, Q&A forums enable people to ask questions, suggest answers and verify a particular answer as being correct. Typical uses for Q&A forums include problem resolution, how-to guidance as well as product inquiries used to make purchasing decisions. Here’s a sample Q&A thread:

(Source: community.kaseya.com)

Wikis

Wikis are collaborative documents that help people create content with text, images and video. They are often used in a support context for product documentation, FAQs or knowledge base articles. Here’s an example of a wiki that’s being used as a knowledge base article:

(Source: community.kaseya.com)

Because wikis can have multiple authors, versions of wiki articles are tracked, as well as a history of changes, for future reference. Here’s the same article with the version history shown:

Quick Tip: As your community grows, you may find that you need to reorganize some of your content to make it more accessible to members. For example, you may find that a recurring issue or question appears in your forums, but has been answered multiple times, so you want to capture that forum thread to a wiki. Telligent allows you to capture a forum thread - along with the people who contributed to the answer - with a single click. It’s a quick and simple way to build a knowledge base that will benefit both your customers and your customer service reps.

Blogs

Blogs are public announcements that are made to a wide audience, kind of like a keynote speech at a conference or a headline news article. One or more authors can create a blog with text, images or videos, and readers can comment on or rate the blog entry.

In online communities for customer service, typical uses for blogs include: product announcements, maintenance notifications, tips and tricks, industry news, subject matter articles written by experts, etc. Below is an example of a product announcement blog which includes social sharing features that make is easy for people to share the article with their networks on Facebook, Twitter, LinkedIn, and many more.

(Source: en.community.dell.com)

Media Galleries

File galleries, or media galleries, contain media files uploaded to your community site. Media generally refers to any type of media posted to the community such as graphics, video, documents, and any other form of media that might get posted or embedded. Common uses for media galleries in online support communities include: video tutorials, product guides, picture slideshows from user groups, software downloads, etc. Here’s an example of a media gallery that features how-to videos:

(Source: community.kaseya.com)

Forums, wikis, blogs and media galleries all share a common purpose – they are vehicles for people to create and share content. Do you have an online community for customer service and support? Tell us how you use social media applications for content sharing. We’d love to hear your stories.

[Web 2.0 image source:] Big Stock Photo

How Dell Delivers Exceptional Social Customer Service on a Global Scale

John Rabara — Wed, 10 Oct 2012 17:00:00 GMT

For decades, Dell has been committed to making technology more accessible to people and organizations across the globe. One way that Dell adheres to this commitment is by educating and supporting IT professionals who want to learn the technical ins and outs of Dell Enterprise solutions.

How? Dell created a global online community to serve as the education and engagement hub for IT administrators that provides ongoing advice and resources that allows them to optimize their use of Dell Enterprise products.

In the Dell TechCenter community, members and Dell employees are able to engage in conversations and exchange ideas related to Dell’s products, solutions and services on topics ranging from cloud computing, virtualization, storage technologies, networking and many more. The community creates a bridge between Dell’s engineers, prospects and customers that enables the sharing of knowledge and helpful information – specifically, the Dell TechCenter allows community managers and engineers worldwide to provide exceptional support to Dell’s international IT customers, expanding its reach to connect with a growing international basis of IT administrators.

Members benefit heavily because the Dell TechCenter offers a world-class community experience via interactive features including blogs, wikis, forums, online events and social sharing. Members can use these features to gain knowledge in a number of ways; a few examples include:

Asking how-to questions on a variety of server technology topics in discussion forums
Watching helpful hands-on, how-to videos that are available in the wikis
Reading over extensive product documentation in wikis that surpass what a standard user guide can provide
Participating in weekly chat sessions with Dell employees
Reading Dell TechCenter blogs written by individuals with extensive expertise in a certain area

The Dell TechCenter is an active and growing online community, with more than 10,000 registered members. And with more than 300,000 monthly community visitors, it has helped to increase sales, enhance customer engagement and improve its product R&D processes.

Download the case study today to learn more about how Dell is delivering exceptional customer service on a global scale before, during and after the sale. Visit the Dell TechCenter community for yourself to get a firsthand look.

The Polls are Open – Vote Now for Constellation Supernova Awards Semifinalists

John Rabara — Wed, 03 Oct 2012 14:30:00 GMT

Constellation Research is shining a light on the people behind social who are trailblazing emerging and disruptive technologies with its SuperNova Awards. As we announced earlier this month, we are ecstatic that five of Telligent’s customers have been named as semifinalists in this year’s SuperNova Awards in the ‘Next Generation Customer Experience’ and ‘Future of Work’ categories.

Here’s a quick refresher of the semifinalists, and you can also read more about each nominee’s innovative use of social communities:

Brendan Cosgrove @ Kaseya (semifinalist in the ‘Future of Work’ and ‘Next Generation Customer Experience’ categories)
Geoff Kruth @ Guild of Sommeliers (semifinalist in the ‘Future of Work’ and ‘Next Generation Customer Experience’ categories)
Austin Skaggs @ PDI (semifinalist in the ‘Future of Work’ and ‘Next Generation Customer Experience’ categories)
Nancy Pekala @ American Marketing Association (semifinalist in the ‘Next Generation Customer Experience’ category)
Jon Axtman @ Microsoft Dynamics (semifinalist in the ‘Future of Work’ category)

So now we are asking for you to get involved – voting is in full swing, and you can now go vote for the social trailblazer of your choice.

How? Vote here – just find the ‘Next Generation Customer Experience’ or ‘Future of Workplace’ category on the right side of the page. Choose the semifinalist of your choice, and bam, you’re done!

When? Just like with any poll, there has to be a closing date. For the SuperNova Awards, polls close on November 2^nd at 11:45pm PST.

Finalists will be announced at the SuperNova Awards Gala on November 9 at the St. Regis Monarch Beach in Dana Point, CA. Good luck to all semifinalists!

[Vote image source:] Big Stock Photo

The Groundswell is Coming – Have you Cast your Vote?

John Rabara — Fri, 21 Sep 2012 15:30:00 GMT

Forrester Research recently launched its 2012 Forrester Groundswell Awards. The awards specifically recognize organizations that are using social technology in exceptional ways to advance their goals.

With nominations currently in full swing, we’re proud to rally around our customers and support them as nominees.

Read our customer’s submissions at the links below to pick up some best practices for your own community. And while you’re reading up on their communities, don’t forget to add your ‘5 stars’ vote (bonus points for adding a comment):

Macmillan Cancer Support: With a reach to more than 4.9 million people, Macmillan Cancer Support is a charity dedicated to providing specialist healthcare, information and financial support to people in the UK affected by cancer. It created an online community where members describe their experiences with cancer, share advice based on cancer types and engage with healthcare providers.
Beck Ag: Agriculture meets social technology. Beck Ag created a private online community for ag professionals to exchange knowledge and support one another. It also generates revenue from corporate sponsors who pay to have private subgroups and discussions with ag professionals about their products.
Slimband: Slimband engages current and prospective patients about its weight loss surgery. It cut support costs by $60,000/year, reduced call volume by more than 1,100 calls annually and attributes $80,000 in revenue to the community.
Texas Instruments: Texas Instruments semiconductor innovations help 90,000 customers around the globe. It created an online community for peer support, sales enablement and customer engagement, which resulted in decreased support calls and an improved sales process by getting customers the information they need at the right time during the sales cycle.
Aeroportos de Portugal: ANA provides a shared environment where employees work together to address relevant business challenges and create new ideas. This community now represents 45% of the total company's workforce compared to the previous 0.7%. The number of ideas submitted also grew 98% when compared to the previous status.

The Forrester Groundswell Awards provides an opportunity to recognize pioneers in social business, as well as learn from companies who know how to create strategies that help them lower support costs, increase brand awareness or connect their employees for engagement. Check out the submissions for ideas, and offer your support by voting while you’re there!

[5 star image source:] Big Stock Photo

Social Support +1: Delivering Exceptional Customer Experience with Rackspace and HealthStream

John Rabara — Fri, 17 Aug 2012 14:20:00 GMT

Rackspace is the open cloud company, delivering open technologies and powering more than 180,000 customers worldwide. Rackspace provides its renowned Fanatical Support® to customers across a broad portfolio of IT products, including Public and Private Cloud and Hybrid and Dedicated Hosting. Fanatical Support has made Rackspace the service leader in cloud computing.

HealthStream is dedicated to improving patient outcomes through the development of healthcare organizations' greatest asset – their people. HealthStream’s unified suite of software-as-a-service based solutions are used by approximately 2.8 million healthcare employees in the U.S. for training & learning management, talent management, performance assessment and managing simulation-based education programs.

What do both of these companies have in common? Exceptional customer service.

With Rackspace, Fanatical Support happens anytime, anywhere and any way imaginable. It's the no excuses, no exceptions, can-do way of thinking that Rackers (Rackspace employees) bring to work every day. As a way to further enhance the customer support experience, Rackspace recently launched an online community focused on providing Fanatical Support. Forrest Lymburner, Senior Community Manager at Rackspace, manages the new community and brings to Rackspace many years of experience in developing global sales support and community programs that enable scalability and sales integration.

HealthStream created an online support community as a way to build more personal relationships with customers (primarily nurses and healthcare professionals). The HealthStream community enables customers to collaborate, receive support and provide feedback that enhances product R&D. Lauren Coppola, Associate Product Manager at HealthStream, oversees the online community. She has seen firsthand the community’s positive impact on product enhancements, support call volume and customer experience.

Both Lauren and Forrest will be at Telligent’s The Big Social user group conference this September. They will be joining forces to deliver a dynamic session, “Social Support +1: Delivering Exceptional Customer Experience”, that will focus on how to leverage community not only for customer support, but also for education, sales, marketing and innovation.

Plus, attendees of The Big Social will also hear an incredible keynote session by Lanham Napier, CEO of Rackspace. Lanham Napier drives Rackspace’s Fanatical Support philosophy, “Combining incredible technology with incredible humans to knock a customer’s socks off.”

Don’t miss out – join us in Dallas September 17-19 for an unbelievable social customer experience.

[Vector man image source:] Big Stock Photo

Content Spotlight: Better Business Blogging with Emerson Process Management

John Rabara — Wed, 15 Aug 2012 18:55:00 GMT

Emerson is a diversified global manufacturing and technology company. The organization has approximately 133,000 employees and 235 manufacturing locations worldwide, and offers a wide range of products and services through their Process Management, Industrial Automation, Network Power, Climate Technologies, and Commercial & Residential Solutions businesses. Emerson Process Management, an Emerson business, is a leader in helping businesses automate their production, processing, and distribution in the chemical, oil and gas, refining, pulp and paper, power, water and wastewater treatment, mining and metals, food and beverage, life sciences, and other industries.

Emerson Exchange 365 is the online community for the Emerson Global Users Exchange, a technical and management conference. Like the annual user conference, the online community brings together industry leaders, Emerson experts and customers to facilitate the sharing of knowledge, experiences and application information, but year round. Here are some of the benefits of extending the conference with an online community, taken directly from the Emerson Process Experts blog article “Online Communities – What’s In Them For You?”:

Connects Exchange participants 365 days a year
Supported by Emerson Process Management
Provides an everlasting communication channel (SEO helps with discovery)
Provides a channel for global users
Social networking – profiles, photo albums, groups, friends, chat, message
Sharing information via forum, blogs, videos

Within the community, the Board Member Blog shares the thoughts, comments and ideas of the Emerson Global Users Exchange board of directors. It pulls in blog articles directly from the Emerson Process Experts blog, authored by Jim Cahill, Chief Blogger, Surface Dweller, and Head of Social Media for Emerson Process Management. (The surface dweller metaphor comes from an article Jim wrote, “Surface key to social network success.”) Led by Jim, the Emerson Process Experts blog earned the 2010 "Best Corporate Blog" award from BtoB Magazine.

Telligent is fortunate to have Jim join us as a speaker this year for our user group conference, The Big Social. Co-presenting with Lionel Menchaca, a 17-year Dell veteran and Chief Blogger at Direct2Dell, Jim will help us explore the ins and outs of corporate blogging. Together, Jim and Lionel will cover everything from best practices for content and delivery to what it means to serve as chief blogger for the organization.

Many Tools, One Experience – Reimagining Employee Collaboration at Intel

John Rabara — Tue, 14 Aug 2012 15:56:00 GMT

Intel, a world leader in computing innovation, has more than 100,000 employees in 63 countries and serves customers in more than 120 countries. The company designs and builds the essential technologies that serve as the foundation for the world's computing devices. With Intel's commitment to technology innovation, it's no surprise that the company is dedicated to delivering cutting-edge social collaboration solutions to employees.

The infrastructure of a company the size of Intel is comprised of dozens of workplace productivity tools, which serve specific purposes: document management, process workflow, conferencing, instant messaging, mobility, identity and access management, etc. The list of tools is long for a reason – one tool alone won’t meet the needs of the business. So where does enterprise social software fit into the mix?

Enterprise social software improves productivity and collaboration by bringing together these tools into an integrated user experience that encourages people to share, expand and exchange information. The social enterprise doesn't require employees to go “someplace else” to collaborate; it provides an immersive experience that delivers information to employees and connects them to people within the organization.

Intel will be one of the companies sharing the benefits of employee collaboration at our upcoming user conference, The Big Social. At the conference, Sudha Srinivasan and Kip Silverman of Intel will host a session, Many Tools, One Experience – Reimagining Employee Collaboration at Intel, that gives an inside look at their approach to using social to bring together workplace productivity tools into an exceptional user experience for employees.

Welcome New Customer: ConnectWise

John Rabara — Wed, 09 May 2012 17:15:00 GMT

We are excited to announce one of our new customers, ConnectWise. ConnectWise is a technology company based in Tampa, Florida dedicated to delivering powerful IT services and management solutions to small and mid-sized companies. ConnectWise will leverage Telligent’s online community software as a platform to support an online community of ConnectWise experts and current partners. This community will be the resource center for ConnectWise partners, housing company training courses, product discussions, informative videos and the exchange of best practices through forums. ConnectWise will also utilize the community to capture knowledge on product enhancements and R&D.

Please join me in extending a warm welcome to ConnectWise!

Issaquah School District Pioneers a Modern Schoolhouse

John Rabara — Thu, 03 Nov 2011 11:00:00 GMT

The days of chalkboards, printed school newsletters and infrequent communication among parents and teachers at annual meetings are on the decline. Advancements in technology that connect people to people, and to information, are making it quicker and easier than ever before to speed communication while opening up avenues for ongoing discussions in today’s K-12 schools.

Issaquah School District in Washington is pioneering an open education system that unites teachers, parents and students through an online social community. Through community, they are able to discuss upcoming school events, have ongoing discussions about classes, find assignments and stay involved on a year-round basis.

By using a social platform to power communications, Issaquah is leading the nation’s school districts with a smart, sustainable approach to education that comports with the realities of today’s expectations for online engagement.

Students want to access their homework and school news online. Parents want to connect to teachers and find important information online and via mobile phones. Teachers want a central area for communicating key updates to parents and students.

We look forward to the evolution of Issaquah School District’s innovative approach to education. For more information about how a social community can help your organization, find out more about Telligent Community, the social application that allows organizations to engage external audiences.

Congratulations to Bentley Systems, Recipient of Top Honors at the Construction Computing Awards

John Rabara — Tue, 25 Jan 2011 16:25:00 GMT

Way to go, Bentley! We are thrilled to announce that our customer Bentley Systems is the winner of two Construction Computing Awards. Also known as The Hammers V, the Construction Computing Awards showcase and reward technology, tools and solutions for effective design, construction, maintenance, and modification of commercial buildings, residential and social housing, and civil engineering projects of all sizes.

Winners were selected by the readership of Construction Computing Magazine. Bentley took top honors in the "Best Use of Social Media 2010" category, while its GenerativeComponents V8i Technology Preview was named "CAD Product of the Year." In addition, Bentley's STADD(X) software was recognized as runner-up in the "Structural Analysis of the Year" category and the Bentley Hevacomp Building Performance products were named runner-up in the "Building Services Product of the Year 2010" category.

Leveraging Telligent Community to provide a destination for the world's infrastructure communities to come together and connect, communicate, and learn from each other, Bentley's Be Communities website is arranged around:

Solutions: idea sharing, best practices
Products: technical bulletins, support, FAQs
Be Programs: training education, resources

We are proud to have customers that are so committed to success. Again, big congrats to Bentley Systems!

Welcome New Customer: American College of Healthcare Executives

John Rabara — Fri, 14 Jan 2011 21:11:54 GMT

We are happy to announce our new customer, the American College of Healthcare Executives (ACHE). ACHE is comprised of more than 30,000 international healthcare executives who lead hospitals, healthcare systems and other healthcare organizations. ACHE has an established framework of more than 80 chapters, providing access to networking, education and career development at the local level. Committed to being a premier professional society for healthcare executives dedicated to improving healthcare delivery, ACHE also includes a publishing division, Health Administration Press, one of the largest publishers of books, journals and textbooks on all aspects of health services management.

ACHE will now utilize Telligent's social platform to sustain an online community where leaders at the chapter level can come together to network, share documents and communicate with ACHE staff on responsibilities related to their roles. ACHE members can collaborate and expand resources that enable chapters to deliver high-quality, relevant education programs and provide career-enhancing initiatives.

We are excited to see how social community software continues to enable engagement around association marketing. Please join me in extending a warm welcome to the American College of Healthcare Executives.

Congratulations to Department of Defense’s APAN on Prestigious Social Industry Award

John Rabara — Thu, 11 Nov 2010 15:06:00 GMT

We are so excited to announce that APAN (All Partners Access Network) is a 2010 Forrester Groundswell Award winner for Employee Social Application in the Management category.

The US Department of Defense's APAN leverages Telligent's social community software to effectively change how emergency response personnel share information. This successful implementation following the January 2010 earthquake in Haiti led to a fast response and lives saved.

This is a great example of how Telligent's customers use our social platform to launch a fast response to a crisis. Whether your organization is in the government sector, insurance, healthcare, finance, or any number of other industries, Telligent can help you quickly and effectively manage your emergency response.

Download the customer success story and watch the short video to learn more about the APAN community.

Read Telligent's recent press release for more details on the Forrester Groundswell Awards.

Welcome New Customer: VIF International Education

John Rabara — Fri, 15 Oct 2010 13:59:00 GMT

We are pleased to announce our newest customer, VIF International Education. The Visiting International Faculty (VIF) Program is the United States' largest international exchange program for teachers and schools, with nearly 1,500 teachers from more than 50 countries teaching in more than 1,000 US schools. With the goal of providing world-class education and greater opportunities to expose students to the world's languages, cultures and diverse perspectives, VIF provides strategic and technical assistance to schools providing an international education.

Now VIF will leverage the Telligent platform to provide an online community to connect educators, business experts and educational advocates. With enabled collaboration and information sharing, VIF community members will be able to share valuable information related to the current global marketplace and education programs.

It is powerful to see how community and collaboration software continues to enhance the quality of US and international education. Please join me in welcoming VIF to the Telligent family!

Vote Now: 2010 Construction Computing Awards

John Rabara — Thu, 14 Oct 2010 20:04:00 GMT

Telligent customer Bentley Systems, Inc. has been nominated for 10 categories of the 2010 Construction Computing Awards. Also known as "The Hammers," the Construction Computing Awards showcase and reward technology, tools and solutions for the effective design, construction, maintenance and modification of commercial buildings, resident and social housing and civil engineering projects of all sizes.

Bentley Systems is the global leader dedicated to providing architects, engineers, constructors, and owner-operators with comprehensive software solutions for sustaining infrastructure. Bentley Systems leverages Telligent Community to provide a destination for the world's infrastructure communities to come together to connect, communicate, and learn from each other. The Be Communities website is arranged around:

Solutions: idea sharing, best practices
Products: technical bulletins, support, FAQs
Be Programs: training, education, resources

Cast your vote for Bentley Systems at the Construction Computing Awards website. Voting will be open until November 15, and an awards ceremony will be held on November 25.

Good luck to Bentley Systems!

Vote now.

Welcome New Customer: CIPD

John Rabara — Tue, 31 Aug 2010 15:09:00 GMT

Telligent is pleased to announce our newest customer, the Chartered Institute of Personnel and Development (CIPD), Europe's largest human resources development professional body. With the assistance of cScape, a leading international software company and Telligent partner, will be leveraging the Telligent platform to connect HR professionals throughout the UK. The CIPD community, already accessed by more than 135,000 visitors daily, allows HR professionals and businesses to to share information and best practices via discussion forums and blogs.

We are very excited to watch how community and collaboration software continues to make a difference in corporate human resources. Please join me in welcoming CIPD to the Telligent family.

Welcome New Customer: John R. Wood Realtors

John Rabara — Wed, 18 Aug 2010 15:31:00 GMT

We would like to welcome John R. Wood Realtors, the leading real estate agency in southwest Florida; they have selected Telligent as their community software provider. Leveraging Telligent Community, agents and employees will have the opportunity to instantly collaborate with one another, sharing listings, frequently asked questions, training materials and advice. The John R. Wood community will be able to build brand loyalty and engagement through realtor blogs, forums and media galleries.

We are excited to see how collaboration software continues to play an active role in the real estate market. Please join us in extending a warm welcome to John R. Wood Realtors!

Welcome New Customer: Data I/O

John Rabara — Fri, 13 Aug 2010 16:54:00 GMT

We are pleased to announce Data I/O, leading provider of manual and automated device programming systems, as a new customer. Data I/O has selected Telligent to power both their internal and external communities. Using Telligent Enterprise, Data I/O employees have an innovative collaboration network that provides an open platform for personnel to connect across the globe. With Telligent Community, Data I/O customers have the ability to connect with each other in a safe, knowledge-sharing environment where engagement and peer support flourishes. Data I/O's Connected Programming Strategy allows for the optimization of programming, from design through manufacturing, by creating a networked solution that connects engineers, manufacturers, business systems and end users.

Please join us in welcoming Data I/O to the Telligent family!

Welcome New Customer: Minnesota Mental Health Clinics

John Rabara — Wed, 04 Aug 2010 16:26:00 GMT

We are pleased to report that Minnesota Mental Health Clinics (formerly Eagan Counseling) will be leveraging Telligent to power their online community. Providing comprehensive integrated mental health services to clients in the Minneapolis-St. Paul metro area, Minnesota Mental Health Clinics will rely on Telligent Community to supply a constant communication line between patients, families and professionals. With Telligent's secure network, Minnesota Mental Health Clinics will be able to provide the highest quality outpatient mental health services in a private and confidential manner.

Please join us in welcoming Minnesota Mental Health Clinics to our growing list of innovative customers!

Welcome New Customer: Kaseya

John Rabara — Mon, 26 Jul 2010 16:44:00 GMT

We are happy to announce that Kaseya, the leading provider of IT Systems Management software, has selected Telligent Community to power their online support community. Kaseya's comprehensive solution software automatically monitors, manages and maintains IT infrastructures anywhere in the world, allowing IT professionals to accomplish overall business strategies with an efficient and secure product. With usability, scalability and extensibility features, Kaseya empowers professionals to take control of their information technology. Kaseya will be leveraging Telligent Community to enhance customer support, increasing self-service capacity. In addition, they will use Telligent Analytics to listen and monitor that engagement.

We extend a warm welcome to Kaseya! We are excited they have decided to join our ever-growing list of world-class customers.