Case Study: Palo Alto Networks achieves $200M in savings and increased self-service case deflection with Coveo

Designing a Multiproduct Customer Experience at Palo Alto Networks

Palo Alto Networks, a global cybersecurity leader serving over 75,000 customers, shifted from selling firewall hardware to a multiproduct, cloud-delivered, subscription model and expanded through acquisitions. That growth created a challenge: scale award-winning, personalized support across many products and channels while giving customers simpler, faster self-service — which required connecting customer and product data scattered across systems.

Palo Alto Networks implemented a unified search and machine‑learning layer (with Coveo), tying together clickstream, analytics, support tickets, product usage and knowledge sources, plus a Chrome extension to surface answers across channels. The integrated, data-driven experience drove major impact: an estimated $200M saved in under two years (including $60M in direct case deflection), 10–12% year‑over‑year improvement in case deflection, and industry recognition for its customer portal innovation.

Palo Alto Networks

Jeff Humby

Digital Experience Program Manager