Tyler Technologies Achieves 20% First Call Resolution With AI

1 Knowledge base instead of 4
↓33% Onboarding time
↑7% Agent proficiency

Streamlining Customer Service
Securely Across the Globe

Tyler Technologies’ broad portfolio of cloud-first software solutions exclusively for local government spans North America and internationally, including Australia and the Caribbean. To accomplish their vision, they needed to scale their customer service IT structure while ensuring that cybersecurity was woven into their very DNA.

With more than 1,300 support members serving +40,000 installations in +13,000 locations, Tyler had a deluge of customer support information. Four customized CRMs, an additional nine platforms filled with content, and a legendary reputation to maintain meant they needed a solution, quickly.

Tyler Technologies, Inc. helps 126,000 customers across the public sector build safe, vibrant communities. Their dream is creating a cloud-first, interconnected public sector that fosters limitless potential in its 7,200 employees across the U.S., Canada, and Philippines.

Improving the Employee Experience for Agents

Problem: In 2016 alone, Tyler managed 5 million CRM cases, 2.6 million ONYX incidents, and 600,000 Jira issues — and the numbers just kept climbing. Different systems met different customer inquiry needs, yet there wasn’t a holistic way to see what content was there, much less manage usefulness or health.

Solution: While researching for a single, sustainable CRM, Tyler discovered Coveo. With the Coveo Relevance Cloud, Tyler wouldn’t have to rip and replace legacy technology — Coveo could layer with them, no data migration necessary.

Coveo could unify and present information to searchers according to significance. Tyler also wanted to harness the power of Coveo’s out-of-the-box machine learning, reducing agent and customer effort required to find solutions for customer service issues.

↑7%

increase in agent proficiency

Enhancing Customer Loyalty

Problem:Tyler knew they needed a significant digital transformation to help satisfy both customer and center agent information needs. They have four customized CRMs, various other technologies, and a legendary reputation to maintain.

Solution:Tyler tested Coveo before unleashing it on their customers and agents. “We selected three ‘black box’ [customer issue] cases — they were notoriously difficult to solve,” Patty Leino said. “With Coveo, within one to three seconds, we found answers that helped close the customer service issue on first contact. We were thrilled.”

Tuning also lets Tyler tweak the experience when necessary. To proactively deflect cases and calls, Rory Presley, Knowledge Manager, Property Recording Division, described how they were able to float specific documentation around the time of a process.

“Since we are appraising properties, around the April time frame, our clients will start preparing for that process. We will weigh documentation around the assessment notice process, so that when a client goes to submit a case, they’ll see the documentation about the process, prior to submitting the case.”

↑23%

first call resolution rate

Improving Contact Resolution Rate

For Tyler Technologies, the relevance and personalization journey continues. Leino looks forward to scaling with Coveo. This includes Case Assist to suggest solutions to customer problems before case submission; piloting In-Product Experience to aid in researching customer problems without leaving the app; and investigating other Coveo features that will advance their digital customer experience.

A big part of building that customer relationship includes delivering a seamless and effortless experience across all their interactions with us. We see Coveo as being a fundamental part of helping us achieve that.”

Patty Leino

Dir. of Support Operations

Take a look inside

How Tyler improved efficiency by going to one knowledge base from four – not by ripping and replacing, but by centralizing access to knowledge management sources with AI-powered unified search. (Page 2)
See how Tyler shortened a formerly six-month onboarding process into four, empowering Civic Service agent performance and culminating in an improved employee experience. (Page 3)
Learn how Tyler achieved a 2.4 average click rank, meaning best content is found within the top three results, by grounding every part of their KCS practice in personalization. (Page 4)
Read about how after realizing success in customer support, how Tyler Technologies expanded Coveo into three marketing use cases — including their careers page. (Page 4)