Case Study: Forcepoint achieves 14% increase in self-service success and 25% faster time-to-resolution with Coveo

How Forcepoint Streamlined Content Access for True Customer Experience

Forcepoint, a cybersecurity leader protecting critical infrastructure across industries, faced a fragmented knowledge ecosystem that hampered both customer and employee experiences. With more than nine siloed knowledge sources, ineffective search, and frontline techs relying on Google, customers struggled to self-serve and support teams saw long time-to-resolution and high case volumes.

Forcepoint implemented Coveo to unify content into a single, indexed search and added a Salesforce Insight Panel, Relevance Generative Answering, and analytics-driven feedback loops. The integrated Customer Hub and context-rich support tools drove measurable gains: +14% self-service success, 25% reduction in TTR, 97% CSAT for self-service, a 200% increase in case deflection (over 6,200 cases deflected, ~$312K saved), and an 86% self-service site click-through rate.

Forcepoint

Cora LaRose

Senior Manager Digital Customer Engagement