Case Study: Deltek achieves 20% faster case resolution and higher self-service adoption with Coveo for Customer Service

Deltek - Customer Case Study

Deltek, a leading provider of enterprise software for project-based organizations used by roughly 16,000 organizations and 2 million users worldwide, needed to scale customer support without substantially expanding staff. Rapid product growth exposed a gap: its legacy CRM search indexed only a single knowledge source, leaving its award‑winning Customer Care Connect portal and active user forums hard to find and self‑service metrics stalled.

Deltek implemented Coveo for Customer Service to unify search across web, databases, SharePoint, Salesforce, file shares and more, and to give agents a purpose-built search console for faster, more informed support. The result: double‑digit growth in forum activity and registrations, online satisfaction up nearly 2 points to a 93.4% top‑box score, case resolution time down 20%, increased contact center capacity, and faster access to information that boosts customer retention and lowers support costs.

Deltek

Brian Daniell

SVP of Customer Care