Opportunity
Leading companies around the globe trust Sage to deliver software solutions for everything
they need to manage accounting and financials, operations, people, payroll, and payments.
Such success has meant tremendous global growth for Sage, including an ever-expanding
set of features and functionality.

Solutions
Verint® Community™ *In North America, Sage offers 22 different solutions for customers, primarily centered around
Sage Business Cloud, an end-to-end business management platform. With such an expansive
portfolio, meeting customer expectations and providing agile customer support is a majorpriority.
In particular, providing omnichannel support, which customers fully expect in today’s digitalworld, took precedence in efficiently and effectively engaging with customers. However,this was not without challenges.

Industry
Software“As the number of software solutions we offered increased, so did the need to provide
an online channel for customers to engage with us and other users,” says Derek Vink, manager
of online communities at Sage. “So, as we added new solutions to our portfolio, we added
online communities in an effort to better support customers. Unfortunately, we wound up
with five different communities, which only created turmoil for us and our customers.”

RegionEach community platform required a separate login and each functioned differently, leading toan inconsistent customer experience. On top of this, maintaining community content was difficult

Americasfor Sage, since features were different across platforms.
Recognizing an opportunity, a customer experience team was assembled to assess all facetsof supporting customer needs. The team identified the desire to increase net promoter andcustomer satisfaction scores, with inconsistent branding and messaging being a primary
impediment. Leadership recognized that creating consistency would empower theorganization to offer customers a better support experience at a lower cost.

Results

Solution
Sage’s customer experience team concluded that moving to a single online community
platform was critical to its effort of achieving consistent branding and messaging within
the market and among customers. After reviewing its five existing community
platforms, as well evaluating a number of vendor solutions, Sage chose to deploy
Verint Community .
®

™

* Formerly known as Telligent® Community™

• Reduced licensing and 		maintenance costs by 		consolidating on a 		single community platform.
• Increased customer 		
engagement to more than
20,000 visits each weekday.
• Grew return visitors toaccount for two-thirds oftotal traffic.
• Improved branding andmessaging consistency,
in turn enhancing the 		customer experience.

“ The ease of building Sage City using [Verint] Community was remarkable,
which, in turn, helped us elevate our image and brand. More important,our customers love it.”– Derek Vink, Manager, Online Communities, Sage

“With content in five different platforms, we knew it would
be challenging to move to a single solution, but it quickly
became obvious that [Verint] was head and shoulders above
other community platforms,” notes Vink.
“Its intuitive integrations and robust feature set mitigated theneed for technical skills, making it extremely easy for us toadminister.” With strategy and plan in hand, Sage’s online
community team began consolidating community content,
while simultaneously working with the customer experienceteam to improve branding and messaging. Here, the teams
spent considerable time debating what to call the community
and the job titles of administrators.
“It was all boring stuff like ‘online customer support forum’and ‘online system support administrators,’ which madeus all cringe,” Vink fondly recalls. “Then someone suggested
that we were building a customer community not unlike
a city, and suddenly someone else said ‘Sage City.’ At thatmoment, we all realized that [Verint] Community would help
us deliver a powerful brand image and, at the same time,enable us to take our customer support to a whole new level.
It wasn’t long after that I became the mayor of Sage City.”

Benefits
With the advent of Sage City, the organization has
significantly reduced licensing and maintenance costs byconsolidating on a single community platform.
Additionally, as Sage City’s prominence grew internally,leadership knew the online community was strengthening
the Sage brand. However, it wondered how else Sage City
was influencing the organization and its customers. Analysis
provided insight that both surprised and delighted everyone.
Since its launch, Sage City has generated a year-over-yearincrease in engagement and now averages more than
20,000 visits each weekday, which is four to five times
its initial traffic. Moreover, Sage has seen a sizable rise inreturn customers.
“Return visitors make up more than two-thirds of total
traffic, demonstrating the value of a strong community
in driving ongoing customer engagement,” explains Vink.
“Furthermore, customers who repeatedly engage in Sage Cityand other self-service resources are more satisfied and loyal,
making them more likely to renew their support plans.”
Sage built and manages Sage City with only three administrators.
Vink points out that such a feat would have been unattainable
if not for Verint Community. “The ease of building Sage City
was remarkable, which, in turn, helped us elevate our imageand brand. More important, our customers love it. In fact,
we’ve had such success in North America that we plan toexpand the community across the globe.”

Americas

Europe, Middle East & Africa

Asia Pacificverint.com

info@verint.com

info.emea@verint.com

info.apac@verint.com

twitter.com/verint

1-800-4VERINT+44(0) 1932 839500+(852) 2797 5678

Unauthorized use, duplication, or modification of this document in whole or in part without the written consent of Verint Systems Inc. is strictly prohibited. By providing
this document, Verint Systems Inc. is not making any representations regarding the correctness or completeness of its contents and reserves the right to alter thisdocument at any time without notice. Features listed in this document are subject to change. Not all functionality is available in all configurations. Please contact Verintfor current product features and specifications. All marks referenced herein with the ® or TM symbol are registered trademarks or trademarks of Verint Systems Inc.
or its subsidiaries. All rights reserved. All other marks are trademarks of their respective owners. © 2019 Verint Systems Inc. All Rights Reserved Worldwide. 08.2019

facebook.com/verint
blog.verint.com