How BRP Powers Vehicle Dealers Forward With Self-Service Platform

4.2K Dealers and distributed
12 Languages served
28.4K Search visits

Search insights help
BRP understand its customer

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.

BRP is a global leader in the design, development, manufacturing, distribution, and marketing of powersports vehicles with dealers in over 100 countries. The company supports both distributors and dealers with its self-service platform based on Salesforce and Lithium tools. Through the unified knowledge based technology Coveo offers, it now gives its 4,200 dealer customers a better way to find the information they need to ensure customer satisfaction.

Deep integration with Salesforce

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.

Term detection

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.

Relevant content enhances
the customer journey

The BRP team now has two ways to ensure customer success with its self service platform. It looks at what customer queries are being made to see if there are any missing answers in the knowledge base, and it sees the path they took to solve their problem. This validates the good content and moves less useful articles and support items further down the search results queue.

Analytics tell me if there is a content gap, as well, so that we know we have to create articles to help with specific issues. We can combine this information with the case management report to have better insight overall.

Jasmin Boudreau

Manager, Strategic Planning

Take a look inside

How BRP uses Coveo to unify content into a single Salesforce portal. (Page 3)
How Coveo’s term detection supports search queries in 12 different languages. (Page 4)
How in-depth user analytics personalize the search results in BRP’s self service platforms. (Page 4)