Case Study: Boomi achieves 7-figure support cost savings with AptEdge AI

How Boomi Saved 7-Figure Support Costs, Boosting Margins in 12 Months with AptEdge AI

Boomi, a leader in AI-driven automation with over 25,000 global customers, faced a significant challenge in scaling its support operations. Its engineers were slowed down by having to search for information across dozens of disparate systems like Salesforce, Confluence, and Jira. This constant context-switching led to longer resolution times, a difficult onboarding process for new hires, and an inconsistent customer support experience as volume grew.

To solve this, Boomi partnered with AptEdge to implement an embedded AI assistant that unified all its knowledge sources and automated support workflows. The AptEdge solution provided AI-powered insights, step-by-step resolution guidance, and automated knowledge article creation. The results were substantial, including over $1 million in annualized efficiency gains, a 20%+ reduction in complex ticket resolution time, a 67% faster onboarding process, and CSAT scores consistently over 90%. AptEdge enabled Boomi to handle more volume without adding resources, directly boosting margins.

Boomi

Tom Saraceni

Senior Director, Product Support