Since 1993, Informatica has understood that data is the foundation on which enterprises run their businesses. Its new category of software, the Intelligent Data Management Cloud, offers AI-powered, best-of-breed solutions that enable enterprises to create a single source of truth.
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Case Study
5 min read
Informatica Harnesses the Power of Self Service
Nous, en chiffres
Les chiffres parlent. C’est pourquoi nous aimons les données.
Voici ce que disent les nôtres.
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~40 % consacrés à la R&D
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750+ employés
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4.1 NPS up from a 3-3.5 pre-Coveo NPS
Problem: 20% of customer searches resulted in zero results, creating higher call volume. This in turn had engineers spending up to 20% of their time looking for solutions inside a disparate framework of information.
Solution: Coveo’s Case Assist promoted customer self-service through content recommendations on the case submission page, deflecting known issues that customers could easily solve themselves. When a case needs to be created, Coveo Insight Panels enable engineers to quickly find relevant information for each customer case, using machine learning to fine-tune results and get answers that reduce further case escalations.
$3.5 million
Annual savings
6,500
Annual cases deflected
Problem: Existing content wasn’t being capitalized on in the best way possible, resulting in missed opportunities for sales.
Solution: The creation of free micro-learning resources allowed Coveo to embed suggestions for additional for-pay educational offerings. With 90% of customers finding the free courses useful, the conversion rate for these AI-recommended paid resources is high.
$1 million
pipeline in the first year
Take a look inside
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How Coveo’s machine learning self-service solutions, such as Case Assist, create support agent content recommendations at case submission (Page 6)
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How Informatica uses Coveo’s unifying AI-powered search engine to streamline access to 25 content sources in 40+ languages (Page 9)
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How Coveo embeds AI-powered recommendations in customer’s micro-learning paths to show them additional value-add content and courses (Page 10)
