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SecureAuth Delivers the Most Secure and Flexible Authentication Experience

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The Challenge

SecureAuth lacked a centralized self-service solution that could house any and all company information. This led to a higher number of support tickets, resulting in poor CX.

Choosing Higher Logic

The outcomes far exceeded SecureAuth’s expectations and their initial goals. Ticket volume decreased by 23% and time-to-response was cut by 35%; they couldn’t have asked for better results.

The Results


Decrease in Support Tickets

Because customers can easily find the information they need.


Decrease in Average Response Time

Since tickets volumes are down and customers can use self-service tools for support.

New Channel

For Communicating Product Updates

Where before customers reported not knowing about the latest releases.

"We had all of these platforms with so much content, but each of them served a specific purpose, for a specific department, resulting in not just poor navigation, but sporadic customer communication as well—and of course, that leads to a poor customer experience."

Nichole Devolites

Director of Customer Experience, SecureAuth

Their Story for an Easy-to-Use Solution

As Nichole began to survey her options, she realized that a great solution didn’t have to be complicated to get the job done well. She wanted a platform that her customers would find easy to navigate.

Essentially, simplicity and ease of use were what Nichole was looking for, and it was the user-friendly nature of the Higher Logic Vanilla platform that immediately drew her attention. “Higher Logic Vanilla’s platform is not only powerful, but it is also incredibly easy to use.”

After speaking with Higher Logic Vanilla, Nichole knew that building a fantastic community that delivered on their customer’s needs was going to be very straightforward. Moreover, the ability to customize the community to a tee was what really hooked Nichole on Higher Logic Vanilla. “We wanted to make sure it was easy for our customers to go in [the community] and access the information they needed,” explained Nichole. “But, in order to do this, we needed custom categories, a highly visible search bar that picks-up on our tagging system and the ability to provide custom messaging. Vanilla provided us with all of this at an out-of-the-box price tag.”

The Launch: Without a Hitch

SecureAuth had multiple repositories, which was one of the primary reasons they needed to centralize their information into a community. However, they knew getting the content in there was going to take some work.

“There were so many places that our information could be found,” explained Nichole. “We had various forums, blog posts, knowledge bases and repositories—so we were concerned about getting all of this content into the new Vanilla community without losing anything. As it turned out, we had nothing to worry about at all!”

The move went smoothly. All of their articles and blogs were now funneled through the community and afterwards, were tagged and categorized so that they could be found easily. The powerful search function that would end customer confusion and deliver results was now in sight.

The Outcomes: Beyond Expectations

After the new SecureAuth community went live, Nichole was immediately overwhelmed with positive feedback from not only her organization, but also their customers. “The majority of what our customers need can now be found in one centralized location—our new community—and our customers are absolutely loving the organization we brought to their self-service support.”

The new community was also able to address some of SecureAuth’s lingering issues with communication. Before the launch of their new community, Nichole’s team kept hearing that their customers didn’t know about the latest product information or features. Nichole was happy to find that the Higher Logic Vanilla platform was also able to provide a strong solution to this issue through the Announcement feature. This solution enabled Nichole and her team to input a custom message on the community homepage and highlight the most relevant and recent content or news.

Perhaps the biggest success that Nichole noted was that the new community made her initial goals seem quite small. SecureAuth’s initial goal was to see a 10-15% decrease in support ticket volume and response time, but after the community was up and running, Nichole reflected, “in hindsight, it was a pretty low goal. We are seeing numbers that we didn’t even think were possible!”

The multi-media aspect of Higher Logic Vanilla was a feature that wasn’t initially on their must-have list, but now, Nichole says they couldn’t go without. With this feature, the SecureAuth community is able to embed videos, which turned out to be a great bonus since they had a large amount of video content. “We have a lot of customers that want to view our previous webinars and training videos,” explains Nichole. “Now we have a video library where our customers can access any and all video content in one place.”

The community that SecureAuth built with Higher Logic Vanilla is a huge success, and Nichole is looking forward to continuing that. As she concludes, “after seeing what we were able to build, our choice to go with Higher Logic Vanilla was absolutely the right call. I am excited to see where this community takes us.”

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“After seeing what we were able to build, our choice to go with Vanilla was absolutely the right call!“

Nichole Devolites

Director of Customer Experience, SecureAuth

Bitdefender's Community Use Cases

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Strong UI & UX

“With Higher Logic Vanilla, we were able to create an eye-catching home page that got people excited to participate in the community—something we didn’t have before.“

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“We knew that finding the right information was a challenge, so we customized our homepage in a way that highlighted our new search function.“

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“In order to help streamline our communications, it was important that we had a notification system to create a more consistent experience and let our members know what’s important.“

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“We absolutely needed a long-term self-support solution that could centralize our information, and Higher Logic Vanilla provided us with everything we needed for the long run.“

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Reflecting on the SecureAuth Journey

SecureAuth’s journey to Higher Logic Vanilla began with a search for a centralized, streamlined solution for better communication and easier access of information—an organized solution where customers could easily navigate to find what they’re looking for. Higher Logic Vanilla proved that no matter how dispersed your organizational knowledge is, it’s never too late to bring it together for a better customer experience. With an easy road to launch, SecureAuth’s customers, as well as their support team, are happier than ever. Connect with our team to learn how your organization can see results as profound as SecureAuth.

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