Case Study: Global Energy Management Company cuts case resolution time 25% and boosts agent productivity with Coveo for Salesforce

Global Leader in Energy Management Uses Coveo for Salesforce to Cut Case Resolution Time and Increase Agent Productivity

A global leader in energy management headquartered in France, operating in more than 100 countries, faced fragmented knowledge across Lotus Notes, SharePoint, proprietary databases and other systems that made it hard for L1–L3 support teams to find solved cases and expert guidance. The company’s Application Experts team sought a scalable knowledge-management strategy to reduce time-to-resolution, boost agent productivity, and surface customer history and trending issues across diverse data stores.

The company implemented Coveo for Salesforce to create a unified, secure search index, personalized agent dashboards and connectors to multiple repositories, enabling fast discovery of documents and experts. Results included a 25% reduction in case resolution time, 30% less search time for L2, an 83% drop in reporting effort, a mean of 60 queries per user per day, and strong user-reported productivity gains—leading to wider rollouts across the business.