Citrix recently upgraded their Jive system for customer support. Citrix has a "...very metrics-driven culture and our management wanted to see a profit/loss justification for the change. Our challenge was to keep the project cost low by obtaining the most effective long-term tools with the least amount of monetary and human expense. Ultimately, we had to show that this project would result in reduced inbound calls. Our goal was that the new community would reduce the volume by 15%."
By letting their customers "easily search the [social business software] community for documents or conversations to answer their questions," they saw a reduction in calls. Citrix also saw a "huge increase in the peer-to-peer sharing of knowledge, questions, ideas and best practices," Between improved peer to peer support and more relavant search results powered by their social business platform, Citrix saw measured reduction in call volume of 30%, rather than their agressive target of 15%. Read more at Jive Software or in the attached PDF.