Case Study: BRP achieves improved dealer self-service and content visibility with Coveo for Salesforce

BRP Enhances Knowledge Offering to Dealer Network With Coveo for Salesforce

BRP, a global leader in powersports vehicles with thousands of dealers and distributors in 100+ countries and support in 12 languages, needed a scalable self-service knowledge solution. They wanted to surface relevant, localized content without disrupting existing Salesforce workflows, while uncovering content gaps and seasonal trends to better support after-sales service.

BRP implemented Coveo for Salesforce, indexing 220k documents from Salesforce Content, Salesforce Knowledge and Lithium and using Coveo’s term detection and rich analytics to deliver multilingual, permission-aware search and insights. The outcome was a much stronger dealer experience—about 87% of searches resulted in a click with average click rank in the top 3—plus improved visibility into content consumption and the ability to proactively prepare seasonal content; next steps include integrating Coveo into contact-center agent workflows.

BRP

Jasmin Boudreau

Business Leader and Global After-Sales Systems and Community Manager