Case Study: NetApp turns scattered knowledge into 900K+ monthly self-serve views with NiCE Cognigy

NetApp turns scattered knowledge into 900K+ monthly self-serve views with Cognigy

NetApp, an intelligent data infrastructure company, faced a challenge with its Customer Success organization's knowledge being scattered across separate, siloed systems. This made information difficult to find, reuse, and keep consistent. Cognigy's NiCE Knowledge Management was used to centralize this knowledge and overcome the difficulties of manually turning existing content into structured articles and performing manual quality reviews.

The solution implemented by Cognigy, combined with NetApp's in-house AI tools, automated authoring and quality reviews, and connected to familiar workflows like SharePoint. This created a connected improvement cycle for content. The results were significant, including over 900,000 knowledge base views per month, a 4.6/5 CSAT score, and a 25% increase in article reuse.

NetApp