Client Overview
Industry
Computer and Network Security
Region
USA
Company Size
10,001+ employees
Featured Solution
Community Migration to Gainsight + Custom Workflow Enablement
About the Client
The client is a global cybersecurity and networking leader that helps organizations secure users, devices, applications, and data across distributed environments. The company has an extensive portfolio of enterprise security solutions spanning network security, cloud security, security operations, and threat intelligence.
They service customers worldwide and support some of the most complex digital infrastructures across industries.
The Context
The client relied on a highly customized Khoros-powered community to support user engagement, knowledge sharing, and business-critical operational workflows. To support changing community needs, the client decided to migrate to Gainsight.
The migration, however, was complex. The existing environment included deeply embedded custom workflows that supported day-to-day operations, many of which could not be replicated natively in the new platform. Data access limitations, migration dependencies, and the risk of operational disruption added further challenges.
The client needed a solution that could preserve critical workflows, maintain historical data integrity, and ensure business continuity throughout the process.
What Stood in the Way of a Smooth Migration
Complex Data Formats
Khoros data structures differed significantly from Gainsight, increasing migration complexity and the risk of data consistencies.
Custom Workflow Incompatibility
Highly customized workflows replicated directly in Gainsight, requiring redesign and adaptation during migration.
Risk of Workflow Disruption
Critical workflow loss during migration risked affecting operations, user experience, and internal processes.
Limited Data Extraction
Khoros allowed only one free data dump, while additional extraction requests incurred extra costs, limiting migration flexibility.
Delayed Data Access
Access to legacy community data could take up to 10–14 weeks, creating timeline risks and slowing migration planning.
Cross-Platform Coordination Gaps
Platform differences created coordination challenges, adding functional and technical complexity to the migration process.
How We Preserved Critical Workflows Throughout the Migration
- Workflow Assessment & Feasibility Consulting
Evaluated existing custom workflows and provided clear recommendations on which processes could be preserved, redesigned, or optimized within Gainsight.
- Gainsight-Compatible Workflow Redesign
Redesigned custom workflows and transformed them into Gainsight-compatible formats while preserving operational requirements and user functionality.
- API-Based Data Extraction
Built custom API-based scripts to enable repeated data extraction from Khoros at no additional cost, reducing dependency on limited platform-provided data dumps.
- Cross-Platform Coordination and Gap Resolution
Coordinated closely with Gainsight and bridged functional and technical gaps between Khoros, Gainsight, and the client team to support a smoother migration process.
The Business Impact of a Controlled Transition
- Preserved 100% of business-critical workflows despite platform limitations.
- Eliminated additional data extraction costs through custom API-driven access.
- Reduced migration risk by maintaining uninterrupted community operations.
- Accelerated readiness for Gainsight adoption through workflow modernization.
- Established a scalable foundation for future community growth and management.
Transition Success by the Numbers
5-7 Weeks
Migration Completion Time
100%
Critical Workflows Preserved
$0
Additional Data Extraction Cost
Zero
Business Disruption During Migration
A Stronger Migration Foundation
The team successfully navigated platform incompatibilities, customization challenges, and legacy data constraints to deliver a controlled transition from Khoros to Gainsight. They preserved critical workflows and maintained uninterrupted community operations throughout the migration.
As a result, the client modernized its community environment without disrupting the processes that supported day-to-day business operations. With Gainsight in place, the organization is now better equipped to support future community growth, engagement, and operational efficiency.
Testimonials
Our Partners
Planning a Complex Community Migration?
