Case Study: Tyler Technologies boosts First Call Resolution by 23% with Coveo Relevance Cloud

Empowering the Public Sector with AI-powered First Call Resolution

Tyler Technologies, a cloud-first software provider for local governments, faced a growing information whirlwind: over a thousand support staff serving tens of thousands of installations across numerous product lines, spread across four custom CRMs and many content platforms. That complexity created siloed knowledge, long onboarding, rising case volume, and slow case resolution—driving customers to costly phone support and straining agents.

Tyler layered the Coveo Relevance Cloud over its legacy systems to enable a KCS-driven knowledge hub and an Insight Panel that surfaces the right content in real time. The solution cut onboarding time for Civic Services reps by about 33%, improved First Call Resolution by 23% on average, increased agent proficiency ~7%, and delivered answers in one to two seconds with an average click rank of 2.4, while expanding improved search to marketing and recruiting use cases.

Tyler Technologies

Patty Leino

Senior Support Service Manager