Case Study: EXFO achieves faster case resolution and higher customer satisfaction with Coveo for Salesforce

EXFO Connects Context-Aware Knowledge with Coveo for Salesforce

EXFO, a Quebec City–based provider of test and service-assurance solutions for wireline and wireless networks, supports over 2,000 customers with a 1,700‑person global team. As its 50 support agents across 25 countries relied heavily on Salesforce, important case information became scattered in notes and PDFs and hard to find, hurting case efficiency, time-to-resolution and overall customer satisfaction.

EXFO added Coveo for Salesforce to provide contextual, unified search across its Service Cloud, surfacing all relevant content for each case. The implementation sped knowledge sharing, cut time spent searching, delivered a projected 5–10% reduction in case resolution time, and improved agent and customer satisfaction—prompting plans for a broader rollout.

EXFO

Brigitte Pare

Manager, CRM Administration, EXFO