Case Study: Netwrix achieves near seven-figure support savings with AptEdge AI

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

Netwrix, an organization that helps mitigate cybersecurity and data protection risks for over 14,000 global customers, faced a challenge in scaling its support operations efficiently. As the company grew, its support engineers struggled with an inconsistent resolution time and a growing backlog across 18 diverse products. Netwrix's VP of Global Support sought to reduce resolution times and eliminate redundant effort without expanding the team, aiming to protect margins while maintaining customer satisfaction. To address this, they turned to the vendor AptEdge and its AI-powered support intelligence platform.

The solution implemented was AptEdge, which integrated with Salesforce to instantly summarize tickets and automatically surface similar cases and solutions. This provided AI-generated recommendations that empowered engineers to resolve cases faster. The results were significant, including a 28% improvement in resolution time, a 50% reduction in customer escalations, and a 25% smaller case backlog. AptEdge delivered near seven-figure annual savings by reclaiming capacity equivalent to nearly 10 full-time employees, leading to substantial margin gains and improved operating margins for Netwrix.

Netwrix

Catharine Coleman

VP Global Support