Case Study: Global Software Company achieves unified information access and faster troubleshooting with Coveo for Service & Support

Empowering Customer Service, Sales and All Employees with Unified Information Access

A global Chicago‑headquartered software company serving financial markets faced growing operational friction as product, customer and support information proliferated across homegrown systems and regional offices. Its dispersed global support team often reinvented solutions because key resolution documents and data lived in separate repositories, and sales and remote employees lacked a single, reliable way to find product and case information quickly.

The company implemented Coveo (Coveo for Service & Support / CRM, Sales & Service) in a phased rollout to index multiple repositories (SharePoint, wiki, knowledgebase, tickets, product systems, etc.), providing a unified, role‑specific search interface. As a result, support teams troubleshoot more effectively, sales can better target customer needs, remote offices gain access to critical information, and customer service operations have scaled with measurable productivity improvements across the organization.