research library: report detail

Collaboration case study: FINEOS 

Published: 02 Nov 2010 / 7 pages

Author(s): Angela Ashenden

Programs: collaboration

Members-only premium content.
Please see the options on the right for how to gain access.


This report examines software vendor FINEOS' use of online community software to add an informal communications layer to its customer support relationships, with a view to enabling customer self-service and a more interactive approach to product development.

key messages

  • Ensure you are clear on the scope and purpose of your community
  • Ensure you are able to try out different options in a 'sandboxed' environment
  • Plan and budget for maintaining the community
  • Don't forget to factor other service providers into your migration strategy.

table of contents

  • Case study key facts
  • Company background
  • Project background
  • Implementation characteristics and status
  • The approach
  • The results
  • Recommendations for collaboration adopters
  • Best practice insights.

filed under:

Vendors: Igloo Software
Tags: communities, innovation, practice, process