Customer Testimonials

First-hand accounts of how customers are using and deriving value through Coveo solutions.

Leo Annab Business Technology Officer

“We tie together over 70 systems internally that we index with Coveo. We wanted to get at that information in a meaningful way, and it’s used by all the employees across CA Technologies… as well as customers on our external site. Coveo’s been extraordinarily valuable… supporting about 1000 hits/minute from over 150,000 registered users on our support site.”

Trish Cotter President

“We've added dashboards and deployed those on executive desktops, including our CEO. With Coveo, we can take “hot” customers and make them very visible, very quickly to all executives, so that even before they need to make a call or they want to know what the pulse of the customer base is, they’re able to get it on their desktops.”

Yvonne AllmarasDirector, Service Programs,
Tools and Education

“The implementation process far exceeded my expectations. The time and effort that {Coveo} took was amazing and in my experience was the smoothest project I have ever worked on in the last 15 years.”

Sam DetweilerVP, Technical Support

“Since the project inception, we’ve increased our customer self-service satisfaction rate by 10 percent, thanks to the Coveo implementation and other steps we’ve taken in customer service.”

Kurt Salmon Vincent Fosty Managing Partner

"With Coveo, we’re able to search, consolidate, correlate and analyze information on customers, engagements, past projects, our people, and more, all through a single interface, giving us a deeper level of insight into our business. Coveo has really helped us to accelerate sales as well as better serve our customer engagements.” 

Vincent Fosty
Brenda DarrahDirector of Knowledge Management

“Our external website has about 30,000 pages and serves many audiences, so relevancy is very important. We wanted people to be able to search and then refine their search, and using [Coveo’s] clustering feature has really helped with that.”

Jim ColemanPrincipal Support Analyst

“Adoption is 100%. Within 30 days of implementation, we reduced the time needed to identify known problems by 67% and reduced the number of duplicate bugs submitted to Engineering by 50%. There are a lot of search products out there, but Coveo just happens to be one of the best.”

Shelley NortonDocument Repository Administrator

“In the healthcare industry, every second counts. Accessing the right information impacts children’s lives. With Coveo, health care providers and researchers at Children’s have instant access to the precise information required to treat patients and push their research forward towards developing cures for pediatric illnesses.”

Sam DetweilerVP, Technical Support

“Coveo’s unified view of customer information is extremely powerful and helps us make more informed decisions and ultimately provide a better customer experience, which to us, is invaluable.”

Jose IrizarryDirector, Global Call Handling & Technical Support

“The biggest impact has been on how quickly we can bring people online to be productive. In the past, they would go to training and shadow another technician for 2-4 months. Now, they go to training and can immediately go back to their desk and start working on cases and issues for customers.”

Rob SilvaCustomer Support Manager

“With Coveo we’re able to pull information out that we’d never dreamed of getting from any other platform. It’s really changing the way that we’re working. We want to be the best support organization in the world, and I think Coveo’s going to help us get there.”

Trent ParkhillVP of IT

"The firm is able to save nearly 40,000 hours per year – the equivalent of having 15 fully productive full-time employees, due to increased productivity with Coveo. In utilizing the hours gained through their Coveo implementation, H&A has been able to restore annual profits by 11% during a difficult economic period.”

Marc SolomonKnowledge Planner

"It’s been a very productive outcome, and that’s based on being able to take my experience and take the goals our organization has set up for search and really being able to apply them in the configuration of Coveo.”

Leo StefanovManager, Web Technologies

“Coveo was very interactive and easy to work with. Coveo’s proof of concept was actually built as we saw it, so we could tailor what it looked like ahead of our executive presentation. They really provided the exact solution we were looking for in the market.”

Martin LarrivéeCFO

“Since our Coveo implementation, we have significantly increased our efficiency and productivity numbers, with our average user saving two hours each week searching for information, or recreating work that already exists, which translates into a 5 percent improvement in productivity per employee,”. “Considering recurrent six-figure yearly savings and progressive user-adoption rates, the time to ROI has been estimated to be less than a year.”

Joe CaggianoChief Operating Officer

“We were very impressed with Coveo’s technology and Proof of Concept. Seeing how Coveo would benefit our organization, using our own data, was extremely powerful. On top of that, our team is impressed with the support. Coveo has continued to provide great service throughout our relationship.”

Serge BrièreIT Coordinator

“Coveo’s search platform will provide hundreds of our employees around the world with better insight into the data they need quickly. With a geographically-dispersed workforce in a highly knowledge-intensive organization such as this, information access is critical. Coveo improves our business processes by helping us make sense of the vast amount of structured and unstructured data across disparate sources in our organization.”

Analyst Case Studies
IDC
IDC Analyst Sue Feldman interviews Haley & Aldrich on its enterprise search journey and reports how the engineering firm saved 39,931 hours/year with Coveo and restored 11% of profits lost during recession.



Forrester Analyst Kate Leggett researches how IBM Netezza rolled out a knowledge program with Coveo, best practices used, and results to date across its customer service operations.