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The EcoStruxure IT Community Forum makes it easy for data center professionals from all over the world to connect and exchange knowledge. All EcoStruxure IT Data Center Infrastructure Management (DCIM) software portfolio products and solutions are represented on the platform and it includes the EcoStruxure IT Help Center, which attracted more than a million visitors in 2024. 2024 Stats for the EcoStruxure IT Community Forum and Help Center.
2024 Stats for the EcoStruxure IT Community Forum and Help Center
| Help Center visitors | 1,063,980 |
| Forum visitors | 246,317 |
| New topics (questions) | 320 |
| Replies | 817, 2.6 per topic |
| Posts with accepted solutions | 219 or 70% |
| Response rate | 100% – SLA is than less 48 hours to respond |
Keeping this hub of activity humming is Schneider Electric’s Jacqueline Lehr, senior global technical communications manager for the EcoStruxure IT software line of business. In 2000, Lehr started in tech support at American Power Conversion and advanced to software quality assurance, amassing the knowledge essential to become an effective technical writer. For the past sixteen years, she has written the documentation for DCIM software products, and more recently, managed the Community presence, building what once was a home-grown platform into a go-to resource.
I spoke with Lehr about the EcoStruxure IT Forum and Help Center to understand why it is resonating with more and more IT professionals. Here are the top 5 questions and answers from that discussion.
Q: The EcoStruxure IT Community Forum has been around for a while but it has been rapidly gathering steam in the last 16 months or so. What is the Forum providing to EcoStruxure IT users that was missing?
A: I think it’s the combination of the Forum and the Help Center, which was added later, to create what we now know as the EcoStruxure IT Community. The Community is where customers can get everything they need in one place. Our support, sales, and service staff use it, too. We are making it easy for customers to find the answers to their questions at any given moment, in most cases without that call to tech support, and without searching for resources on multiple web sites. They’re finding the answers online with us. And we’re always working to make sure that process gets simpler and faster.
Q: When did the EcoStruxure IT Help Center become a part of the Community?
A: We added the Help Center in the fall of 2023, and since then adoption has really grown. We provide links to so many assets in the Forum, like brochures and blogs, and that is often what brings people to the Help Center for the first time. Once visitors find the answer they were looking for, they will stay. They explore. They become regular users. Whatever they need to know about the products we support, chances are they can discover it there. They might ask: how do I solve this problem? They could have questions about configuration issues, or they might be looking for specialized information that you won’t find in a user manual. There are a lot of users asking questions about very particular use cases. We provide those answers.
Q: How does the Forum make it simple for data center professionals to connect and exchange knowledge globally?
A: I think the real value of the Community is that people share their experiences – they help each other. It is a self-service Community. Although our Schneider Electric experts are answering questions, we don’t solely rely on them. Frequent visitors help each other. They turn to our platform so they don’t have to contact support. They don’t have to wait on the phone when they can go to the Community and search for the specific information they want to know. The search function covers both the Forum and the Help Center, so more often than not, they find the answers to their questions. It is a more immediate, more personalized response and that has value. It is a Community they belong to and visit frequently.
Q: Who is using the Forum?
A: A wide variety of IT professionals. It could be a systems manager or a person in the data center who is responsible for device configuration or software installation and maintenance. It could be a field service person or a partner. The Community is popular with the people who are doing the hands-on work of installing and configuring, but it also meets the needs of others in our industry.
Q: Who are the Schneider Electric experts answering the questions?
A: We have many talented contributors with different expertise, so I don’t want to leave out anyone. Our top EcoStruxure IT experts include: Technical Support Experts Steven Marchetti and Jef Faridi; Data Center Customer Success Manager Andrew Trabert; Head of Customer Success Management Greg Sterling; Industrial Designer and Training Manager Cory McDonald; and many others. You can see the list of top experts when you visit the Forum. Their expertise adds value beyond measure for Community users.
Experience the EcoStruxure IT Community Forum and Help Center
If you are an IT professional, be sure to explore the EcoStruxure IT Community Forum and EcoStruxure IT Help Center. Experience for yourself why this resource is growing in popularity among IT professionals.
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