With a growing customer list, over 350 support engineers, and 11 contact centers that support 10 different languages, Informatica was in urgent need to enhance its self-service strategy in order to scale support operations. Read how they drastically improved their customer satisfaction with Coveo.
Sonus is a leading provider of SIP-based communication equipment. Implementing Coveo for Salesforce Service and Community Cloud Editions has enabled it to deliver on-demand knowledge to its more than 100,000 customers and 900 customer support analysts and Sonus expects to see a 20% improvement in self-service resolution rates and increase in CSAT scores.
With a customer base as geographically diverse as its product manufacturing and knowledge creation, Tokyo Electron America recognized it required a next-generation solution for its field service team to fundamentally alter the nature of its customer relationships and to ensure customers were receiving the help they needed to achieve their strategic outcomes.
SunGard makes customer support effortless by using Coveo’s unified and proactive search to power its customer self-service capabilities and upskill support agents at the point of need. With Coveo, SunGard has improved CSAT, case deflection, and employee productivity.
3i Group selected Coveo to empower its staff members with unified and secure search across all its knowledge repositories, all while supporting stringent regulatory and compliance obligations. With Coveo, time-to-access for deal-related knowledge has been reduced 90 percent and the resources required to respond to compliance requests has dropped 20 percent.
B2B publication, CMSWire.com, attracts 3.5 million annual readers and is continuously growing. It needed an architecture that could easily scale and support multiple brands, websites, and publishing targets to support its growth. With Coveo for Sitecore, CMSWire has improved user experience, enhanced the relevance of its content and has increased its mobile conversions by 125% in the last 12 months.
The Institute of Food Technologists – with more than 17,000 members from more than 95 countries – brings together food scientists, technologists and related professionals from across the globe, with its website serving as the primary knowledge hub and online interaction forum for this global membership. Learn how the IFT used Coveo to dramatically improve the website search experience for its members.
A global leader in energy management serving multiple market segments, this company is using Coveo for Salesforce to develop a scalable knowledge management strategy for the company’s global support organization. Implementing Coveo’s solution has enhanced support agents’ ability to provide personalized advice for each customer, helped the company better identify emerging customer needs, and increased both customer and employee satisfaction.
To support its global expansion, the medical device and diagnostics division of this Fortune 50 Healthcare Company partnered with Coveo to speed time-to-competence of new customer support agents. After implementing Coveo Intelligent Search, which equipped its agents with unified access to the organization’s collective knowledge and information on the go, the customer support organization is seeing significant improvements in its training and customer service metrics.
Think Mutual Bank wanted to fortify its Sitecore Intranet Portal with intelligent search so its employees can have the knowledge they need at their fingertips. Learn how Think transformed its intranet into a vibrant knowledge sharing and collaboration hub, achieved 100 percent intranet user adoption, streamlined customer service and enabled proactive knowledge management with Coveo for Sitecore.
Pöttinger selected Coveo to help its employees easily seek and find the information they need to be more proficient at their work. Coveo search proved popular with Pöttinger employees and resulted in higher staff productivity and lower administrative costs for IT. Pöttinger now aligns all future IT projects and initiatives to Coveo’s capabilities and integration.
Prior to Coveo, employees – much less members – could not easily find the content they needed on TSIA’s website. With the help of Coveo Intelligent Search, TSIA was able to improve its search results, increase member satisfaction and enhance the user experience.
Rembrandt Fusies & Overnames (Mergers & Acquisitions) is a leading independent corporate finance advisor for privately-owned companies in the Netherlands. Rembrandt uses Coveo for Salesforce to put deal-related information and expertise at their financial analysts’ fingertips to help them better serve customers and win more deals.
In the Government Communications Systems Division at Harris Corporation, engineers needed a more effective way to tap existing knowledge and avoid duplicating work. With the help of Coveo Intelligent Search, Harris increased productivity, realized notable ROI and unlocked value from existing assets.
With a membership base of more than 51,000 physicians, residents and students worldwide, the American Society of Anesthesiologists (ASA) depends on its website to provide members with the right piece of research, in real time. Learn how the ASA uses Coveo for Sitecore to deliver highly relevant content and dramatically improve the website search experience for its members.
EXFO is the leading provider of next-generation test and service assurance solutions for wireline and wireless network operators and equipment manufacturers in the global telecommunications industry. EXFO’s continued growth and success depends on the quick response and shared knowledge of its service agents, and on the highest satisfaction of its customers.
The bank’s 15,000 employees need easy access to relevant content throughout the bank’s extensive internal knowledge base. With the help of Coveo Intelligent Search, KeyBank’s employees find it much easier to find the content they need.
With the help of Coveo and Velir, Brookings was able to organize its Sitecore web content, improve user experience and reach new milestones for site content and traffic.
With the help of Coveo, Majedie now has a consolidated view of relevant contextual information, allowing greater insights for more informed decisions. Collective knowledge has now become one of the greatest assets in its portfolio.
Deltek, Inc., a global enterprise software provider, wanted to increase the capacity of its customer care organization and improve customers’ access to support information. Since deploying Coveo Intelligent Search to its customer care analysts and self-service portal, Deltek has seen significant improvement in its self-service metrics, case resolution times, and overall customer satisfaction.
The Centre d’accès à l’information juridique (CAIJ) is a network of 40 libraries serving the members of the Québec Bar and Judiciary. After deploying Coveo Intelligent Search on its website, CAIJ saw a 67 percent increase in average visit duration and an 18 percent increase in web visitors.
The L’Oreal Switzerland operation is one of many branches around the world. As product, customer and other information about its myriad product lines, its customers and research proliferated over the years, it became challenging for employees to locate the information necessary to better develop, market and sell products.
Operating in a time-sensitive environment where up-to-date and accurate information is essential, Boston Children’s Hospital relies on Coveo Intelligent Search to identify and eliminate outdated and redundant content, while providing its employees with a unified view of accurate, real-time information located in disparate systems – which can be quickly distilled through faceted search – to meet the user’s specific needs.
With operations throughout the world, this Fortune 50 began a journey to transform its Knowledge Management to increase innovation, competitiveness and productivity. With Coveo Intelligent Search, hundreds of the company’s workers can now access their knowledge ecosystem with 20/20 vision, saving valuable time and increasing productivity.
Institut national d’optique (INO), a technological design and development firm specializing in optics and photonic solutions, has been awarded more than 180 patents since the company was founded in 1985. Deeply integrated into INO’s IT systems and the daily activities of its employees, Coveo Intelligent Search is helping INO leverage its knowledge capital – people and IP – to accelerate its innovation capabilities and advance customers’ businesses.