Migrating to Vanilla Forums allowed Vertica Micro Focus to quickly and easily customize, rebrand, and take ownership of their support community.

Micro Focus is a leading global enterprise software company uniquely positioned to help customers extend existing investments while embracing new technologies in a world of Hybrid IT. Providing customers with a world-class portfolio of enterprise-grade scalable solutions with analytics built-in, Micro Focus delivers customer-centered innovation across DevOps, Hybrid IT, Security and Risk Management, and Predictive Analytics. For more information visit www.microfocus.com.

The Vertica Analytics Platform is a SQL analytics solution built from the ground up to handle massive volumes of data and delivers blazing fast Big Data analytics. The platform is available in the broadest range of deployment and consumption models, including on premise, on Hadoop, and in the clouds. For more information, visit www.vertica.com.


Seamless migration from the Lithium platform
Vanilla Forums easily migrated hundreds of thousands of discussions, comments and content from the Lithium platform..

More control over the customer community
Great member experience and better customizations allowed Vertica to have more control on the look and feel of the support forum.

Better engagement on support forums
Person-to-person interactions, and expertise provided by the team at Vanilla Forums, has made it possible for Vertica to leverage their online community platform to provide better technical support to their users.

 

What was the Problem/Challenge?

Vertica was using a Get Satisfaction community when, after being acquired by Hewlett-Packard and then spun off as part of Hewlett Packard Enterprise (HPE), many of the existing HPE “communities” were grouped together in one location on a Lithium-based site. In the end, the team at Vertica was asked to migrate from Lithium to the new area.

The team at Vertica migrated to Lithium but felt like their content was lost in the HPE community, and they were unhappy with customer support and pricing that Lithium offered. As a result, they decided to create a community of their own.

Reasons for Product Selection

Vanilla Forums allowed Vertica to quickly and easily customize, rebrand, and take ownership of the community. Vanilla Forums “checked all the boxes” from a product feature standpoint. Key features included:

  • Seamless Migration from the Lithium Platform, including: credentials, forum questions, and discussion posts.
  • Powerful Search Functionality
  • Notifications, Accessibility, and Ease of Use.

 

Overall Experience

The team at Vertica worked together to document hard and soft requirements before setting out independently to search for a new online community platform vendor. Following their independent research, the project team reassembled to discuss proposed solutions and they unanimously recommended Vanilla Forums. The implementation process took 2-3 months and was conducted using in house resources as well as members of the Vanilla Forums professional services team.

Since Vertica was using primarily writers for the project, they had to rely heavily on Vanilla’s support team, who was able to answer all of their questions promptly and without issue. The person-to-person interactions, and expertise provided by the team at Vanilla Forums, has made it possible for Vertica to leverage their online community platform to provide better technical support to their users.

Results

Vanilla’s scalable solution has improved the level of communication and technical support provided to Vertica’s users. Success is currently being measured by the number of visitors and discussions.

Want to dig deeper?  Learn how Vertica Micro Focus migrated from Lithium to Vanilla Forums and improved their customer support experience.