BRP’s shift to a unified customer self service solution was made possible with the pipeline technology offered by Coveo. Not only did the partnership result in dealers seeing the best results for their unique permissions, language, and context, but search queries now provide insight into content gaps and new ways to better serve dealers. The easy deployment of Salesforce and Lithium gave BRP a quicker uptime on the new search portal and no need to get users familiar with new customer support tools.
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Case Study
5 min read
How BRP Powers Vehicle Dealers Forward With Self-Service Platform
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4.2K Dealers and distributed
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12 Languages served
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28.4K Search visits
Problem: Dealers and distributors were already accustomed to using Salesforce as a self-service software.
Solution: Coveo pulled Salesforce Content, Salesforce Knowledge, and Lithium content into a single Salesforce Service Cloud experience to create a unified self service portal that didn’t require learning a new system or tool. Users see search results based on their individual permissions and, as a result, only relevant self service support articles and tools.
↑220K
Documents indexed.
87%
Searches led to a click through.
Problem: With dealers speaking up to 12 different languages, it was difficult to capture just what search terms they would use. Search terms needed to be grammatically correct in each language to produce relevant results.
Solution: Coveo’s Machine Learning (ML) model used term detection that wasn’t solely reliant on syntax. Using data patterns in queries, it improved results over time for each of the languages and behaviors of the customer.
#1-3
Average click rank of search results.
Take a look inside
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How BRP uses Coveo to unify content into a single Salesforce portal. (Page 3)
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How Coveo’s term detection supports search queries in 12 different languages. (Page 4)
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How in-depth user analytics personalize the search results in BRP’s self service platforms. (Page 4)
