Case Study: Dell Technologies achieves a 37-point intranet ESAT increase in 12 months with Coveo

How Dell’s Intranet ESAT Score Climbed 37 Points in 12 Months

Dell Technologies, following its merger with EMC, relied on Inside Dell to serve 165,000 employees but faced a fragmented, under‑invested intranet experience—multiple apps (Jive, ServiceNow, Workday) left new hires having to visit dozens of places and drove an enterprise satisfaction (ESAT) score down to 23%. The challenge was to rebuild trust and create a unified, consumer‑like digital workplace that met real user needs.

Dell relaunched the intranet by combining it with Coveo-powered internal search, using role‑based user research, Adobe Analytics and Coveo reporting to identify content gaps, and iterating on queries from continuous feedback. In 12 months ESAT rose 37 points to over 60%, delivering the biggest quarterly improvement among IT apps, increasing search adoption (including people search by skill), simplifying navigation, and freeing homepage real estate for higher‑priority communications.

Dell Technologies

Will Hudson

Vice President, IT Marketing