Case Study: CA Technologies achieves increased customer centricity and faster case resolution with Coveo Advanced Enterprise Search

CA Technologies Increases Customer Centricity with Coveo Advanced Enterprise Search

CA Technologies, a global IT management software company with 13,000 employees and 90,000 customers, needed to become more customer-centric while supporting an expanding, complex portfolio (including new cloud offerings). Customer and product information was fragmented across 70+ systems and multiple channels, making it hard for support, R&D, sales and marketing to find, share and act on critical information; the company wanted to improve self-service, boost satisfaction, increase agent efficiency and scale support without adding headcount.

CA deployed Coveo’s unified indexing and search to consolidate 74 systems into a single, role-aware search platform (validated by a quick POC). Coveo powers agent desktops and the customer self-service site, enabling faster, more accurate resolutions and near-real-time insight. Results include a 15% reduction in time-to-resolution, 10% higher self-service satisfaction, 41% more cases opened online, an 8% increase in issue volume handled with 5% fewer technical staff, and a +40 basis-point lift in overall customer satisfaction.

CA Technologies

Leo Annab

Business Technology Officer