Enterprise Search Solution Creates Loyal Customers

4.5/5 Customer Satisfaction Score (CSAT)
50% Clickthrough Rate (CTR) per search event
3.5 million Monthly page views to digital support sites

For 30 years, NetApp has led the way in the cloud data management industry with innovation and cutting-edge technology. Building on a rich history of innovation, it gives industry-leading companies the freedom to manage apps and data across hybrid multi-cloud environments. NetApp has over 38,000 global customers across 100 worldwide offices. Their practice of never throwing anything away meant they had expansive knowledge reserves across legacy platforms that lacked flexibility.

NetApp needed a system that could quickly profile models and interactions to provide a better user experience.

Unified search experience

Problem: Legacy platforms weren’t flexible and couldn’t profile models and interactions needed to enhance the search experience. Data needed to be segregated between teams with customized privacy rules and permissions.

Solution: By unifying access to content repositories between teams, they could centralize security standards that tailor the experience to the individual while building the knowledge base. NetApp indexed 25 content sources and threaded a unified search experience into 7+ use cases across the enterprise while respecting access control rules.

98%

customer service rating of “very” or “somewhat” easy to use.

Robust analytics dashboard

Problem: NetApp had no analytics and learned about customer sentiment from complaints, making it hard to be proactive. Ultimately, this resulted in churn.

Solution: The new analytics dashboard unveils insights and gives visibility to content gaps that could further improve the experience. It’s a constant feedback loop that helps NetApp moderate their search experience and create a seamless customer journey.

↓33%

cost per answer.

The switch to self-service solutions

With Coveo’s enterprise search solution deployed, NetApp has successfully implemented a “Shift Left” strategy, a five-channel support model that gives customers a better self-service experience. They had no compromise in quality, thanks to knowledge-centered service. More customers are using the self-service search engine, and empowered agents can better handle those customer cases that do need some added attention.

The biggest benefit is that we have the ability to share our knowledge across the different [business units]. We have a rich user community. And we have a certain economy of scale in terms of how Coveo is implemented.

Rayaprolu Suryanarayana

Fmr. Digital Support Operations

Take a look inside

Now NetApp uses Coveo’s technology to unify data sources and connect internal teams to better support each customer. (Page 5)
Why empowering site users to help themselves has led to better customer outcomes and a more focused employees. (Page 6)
How Coveo’s machine learning technology is fine-tuning search results into powerful solutions for tomorrow’s customers. (Page 7)