Fortinet’s Story
How a global cybersecurity leader built a thriving community with 41M page views per year
Cybersecurity
41M
Page views per year
6.5M
Unique visitors
125K
Registered members
77%
Self-service success rate
About Fortinet
Fortinet is a global cybersecurity leader driving the convergence of networking and security. With over 13,000 employees, more than 800,000 customers, and 50+ enterprise-grade products, Fortinet is one of the most trusted names in cybersecurity. Their online community has become a central hub for customer engagement, knowledge sharing, and technical support.
“One of our goals is promotion of centralized and reusable knowledge across internally and externally managed platforms. We aim to reduce time spent by the support team answering repeat questions while helping customers find answers faster.”
Kate McMillan
Senior Manager, Technical Communities, Fortinet
“The Fortinet Community has become the go-to resource for our customers looking for quick and reliable answers. It reduces support burden while empowering users to share expertise and solve problems collaboratively.”
Dave Money
Fortinet
Community Journey
Inception (2021)
Fortinet launched its online community powered by Khoros to centralize customer knowledge and reduce support costs. The initial focus was on creating a robust knowledge base and peer-to-peer support forum.
Growth (2021–2024)
The community rapidly scaled to 125,000+ registered members. Fortinet implemented gamification, super user programs, and integrated the community with their existing support infrastructure to drive engagement.
Maturity (Future)
Looking ahead, Fortinet aims to leverage AI-driven content recommendations, expand multilingual support, and deepen integration with product feedback loops.
Key Results
- 41 million page views per year across the community platform
- 6.5 million unique visitors engaging with community content
- 125,000+ registered community members actively participating
- 77% self-service success rate, reducing support ticket volume
- Centralized knowledge base reducing repeat questions for support teams