Motorola Makes Digital Customer Engagement Count

97% Visits to search find relevant content
↑23% Search success
100,000 Customers

Responding to the
call for relevant search

Motorola Solutions offers a variety of essential products and services to the telecom industry, including public safety LTE and Public Safety Command Centers. With telecommunications a continually changing technology, it only made sense that the brand pivot to a more service-led and innovative approach to helping website users find what they need.

By partnering with Coveo for unified search and ranking powered by artificial intelligence and machine learning, Motorola Systems saw positive search improvements from day one. Ecommerce transactions increased, customer engagement improved, and content strategy became more responsive to real-time visitor needs. Motorola Systems can look to the future knowing that improved digital customer engagement is truly possible.

Motorola Solutions is a spinoff from parent company Motorola, Inc. that was established in 2011 to provide telecommunications equipment and support. Headquartered in Illinois, it serves 16,000 employees in 60 countries and 100,000 customers in over 100 countries. Its annual revenue is $7.38B.

Query suggestion and
search-as-you-type

Problem: Site visitors don’t always know the right terms to use and end up with no results if they spell incorrectly.

Solution: Coveo’s Machine Learning solutions help users come up with the right phrasing by suggesting terms as the user begins to type. Using natural language modeling, it anticipates what the searcher intends and gives recommendations based on search terms that have led to successful results in the past.

If the searcher continues to use incorrect search terms, even after suggestions, Coveo Machine Learning processes the search with the user intention in mind, not the mispelling.

↑23%

Search success

Intelligent “no results”

Problem: Poor search queries or queries for resources that don’t exist led to a “no results” page, leaving searches at a dead end.

Solution: In the rare case that there are no relevant search results for a query, Coveo’s Machine Learning module offers suggestions for new queries that will achieve the right results. Searchers are given options based on intent, past search success, and other data points.

Site visitors are never left at a dead end and are given a digital customer experience that seeks to help them no matter what. This digital engagement strategy drives brand loyalty by meeting (and exceeding) customer expectations.

2 months

Time to profound search result improvements

Providing intelligent search
for every visitor

The digital experience team needed to meet the unique needs of many different site visitors, including direct customers, partners, employees, potential customers, and investors. Since each persona would be seeking out different types of information, the search experience needed to be agile and move them on to the next stage of the customer journey quickly and seamlessly.

After a custom demo showcasing what Coveo’s customer experience technology had to offer, the complex project could begin. Motorola Solutions went from having 35% of searches ending up with 0% to having a 97% search success rate. It has the potential to not only boost customer satisfaction but also improve customer loyalty, as site visitors associate a simple query with the type of personalized experience they value most.

Coveo fits right into our digital transformation vision: ‘unified, digitized and personalized customer experience to enable effortless self-service.’ We are thrilled to partner with Coveo to bring the right information to the right person at the right time. Our journey has just begun, and we are excited there is so much potential ahead of us.

Jon Rossman

Digital Experience Manager

Take a look inside

How Motorola Solutions uses Coveo’s AI-Powered Search and Recommendations on all five of its English websites. (Page 4)
What contextualized search results can do for users based on geographic region, product availability, individual user account history, and customer behavior data. (Page 5)
What the future holds for Motorola Solutions with 11 additional websites, more customer data sources, and a renewed focus on user experience. (Page 8)