Informatica Harnesses the Power of Self Service

$3.5M Annual savings from explicit case deflection
16% Decrease in content gap, leading to significant reduction in cases
4.1 NPS up from a 3-3.5 pre-Coveo NPS

Informatica is a cloud data management leader based in Redwood City, CA. With 9,500+ enterprise customers and over 6,000 employees, it strives to provide timely and engaging support services for its 700+ support engineers around the globe. It brings in over $1.4 billion in annual revenue helping companies serve their customers better. To do this, they need to set an example by leading with the best self service technology that exceeds customer expectations.

Relevant self service and enhanced agent support

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

Build a sales pipeline through educational content

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

Knowledge management for better customer outcomes

Engineers handling support cases spent almost a quarter of their time searching for information in multiple disparate sources, slowing productivity and increasing the support costs for each customer interaction. The team also struggled to bring relevant content to the customer journey to derive more value from Informatica products.

Informatica partnered with Coveo to launch a unified AI-powered platform capable of delivering what people want, need, and will need next — across numerous journeys. This transformation reduced knowledge gaps within their support team and significantly improved their case deflection rate.

Take a look inside

How Coveo’s machine learning self-service solutions, such as Case Assist, create support agent content recommendations at case submission (Page 6)
How Informatica uses Coveo’s unifying AI-powered search engine to streamline access to 25 content sources in 40+ languages (Page 9)
How Coveo embeds AI-powered recommendations in customer’s micro-learning paths to show them additional value-add content and courses (Page 10)