Case Study: TeamViewer cuts time to answer 75% with Higher Logic Vanilla
Key results
The challenge
TeamViewer, a remote access and support software company, needed a scalable, flexible community platform, especially as demand shifted during Covid, and a migration path that avoided lengthy downtime while moving a large user base.
The solution
TeamViewer moved its community to Higher Logic Vanilla, migrating 400,000 users and expanding into a multi-language community spanning Japanese, Chinese, German, Spanish, and French.
“We wanted a scalable solution – when Covid hit we needed a flexible product. We needed a partner that was up-to-date and willing to join us on our adventure.”
EHEsther HeideProgram Manager Community and Social Media Support, TeamViewer
The results, in context
TeamViewer reported a 75% reduction in time to answer and 96% faster answer acceptance after moving to Higher Logic Vanilla. The migration of 400,000 users was completed with less than a day of downtime, versus the 3 to 5 days the team expected with other providers.