Turn Disparate Customer Data into Actionable Knowledge
Enterprise Search 2.0 Powers Dynamic Customer Service Analytics
Ultimately, enterprise search 2.0-enabled analytics give customer service teams 360-degree views of key customer information correlated from disparate systems. These analytical dashboards can be configured for CSRs, customer service managers and executives to display key customer knowledge and information across systems and social media channels. This unified view of information allows managers and executives to get a true, 360-degree view of customer information, which helps inform upsell opportunities, provides insight into the overall health of a customer relationship and summarizes all aspects of the customer's interaction with the organization. The dramatic impact that enterprise search 2.0-enabled analytics can have on your business is one you can't afford to operate without.
Case Study: IBM Netezza
Seeking to scale its customer support organization while taking its reputation for service excellence to new heights, IBM Netezza, a global leader in data warehouse and analytic appliances, turned to Coveo to provide a unified view of all customer information across the variety of enterprise systems its support agents use.
With Coveo, Netezza agents access all customer support and engineering repositories, via a single screen. Such dynamic analytics support decision making by sitting on the desktops of customer service agents, analysts and executives, all the way to the company's CEO.
After being live with Coveo for just five months, Netezza reports the following results:
- 67% reduction in time spent identifying known customer issues;
- Reduced duplicate bug submissions to development team by 50%;
- Increased development bug fixes by 67%;
- Executive analytics dashboard provides a unified, 360-degree view of customer and product information and provides metrics and trends across the customer base; and
- Scaled support operations, with a reduction in hiring of five planned FTEs within the first six months.
Case Study: Global Software Development Company
A global software development company serving the financial market needed a way to quickly and seamlessly connect its customers and employees with knowledge and information related to its products.
Ultimately, there was a lot of "reinventing the wheel" going on in its global support organization. Someone would resolve a customer issue and the next support person wouldn't be able to learn from what their colleague had done to solve the problem.
With Coveo, the company now has a unified view of key information, including issue resolutions from multiple repositories, resulting in several key benefits:
- Global support team troubleshoots more effectively, instilling confidence in their products and services;
- Global employees have better access to information, narrowing the gap and disconnection often felt by far-flung employees; and
- Sales employees are able to better target customers' needs by having an improved grasp of the company's product strategy, product features and open issues.
This article is an excerpt from the joint Coveo/TSIA Research Report, "Enterprise Search 2.0-Powered Analytics: Transforming Data into Actionable Knowledge." For a complete copy of the report, visit www.coveo.com/TSIAreport.
More than 700 global implementations of Coveo contribute to the success of, among many others, CA Technologies, Lockheed Martin, Yum! Brands, Sony Ericsson, IBM Netezza, GEICO, Deloitte, and Children's Hospital of Boston. Visit www.coveo.com for more information.