Case Study: Cority improves agent productivity and time to resolution with AptEdge

Cority - Customer Case Study

Cority, a provider of enterprise EHS and sustainability management software, sought to improve its global customer support operations. The challenge was to significantly enhance agent productivity and reduce the time it took for new analysts to become fully proficient, which was previously a lengthy six-month process. To address this, Cority partnered with vendor AptEdge to implement its AI-powered support platform.

AptEdge provided a solution that integrated seamlessly with Cority's existing systems like Confluence, JIRA, and Salesforce without requiring costly additional connectors. The AptEdge platform leveraged AI for data visualization, reporting, and proactive issue identification. This implementation resulted in a dramatic 67% improvement in time to productivity, reducing it from six months to just two. Additionally, Cority achieved a 12% improvement in resolution times and up to a 75% improvement in search efficiency for its analysts, leading to significant cost savings and a better overall agent experience.

Cority

Chris Slaugh

Former VP, Global Customer Support