Case Study: Boomi achieves 300% case deflection and a centralized AI-powered community hub with Coveo

Boomi - Customer Case Study

Boomi, an enterprise iPaaS serving over 12,000 customers, relied on its Boomiverse community as a central customer hub but faced a fractured search and content experience after migrating to Salesforce Experience Cloud. Official documentation, training, videos and knowledge articles were scattered across multiple platforms and search returned separate, confusing result lists, forcing users to jump between sites and hindering self-service.

Working with systems integrator 7Summits and deploying Coveo’s AI-powered relevance platform, Boomi unified all content into a single indexed hub inside Salesforce, added machine-learning personalization, and smoothed the launch with change management support. The new experience drove a 300% increase in case deflection within three months, 40% growth in engagement, 60% more pageviews, and 97% of sessions now include search, empowering customers and improving support efficiency.

Boomi

Andrew Mishalove

Global Head of Community & User Groups