Case Study: Informatica achieves 120% boost in case deflection with Coveo

How Informatica Boosted Case Deflection by 120% with Proactive Self-Service

Informatica, the world’s #1 provider of enterprise cloud data management solutions supporting 7,000+ organizations and 350 global support agents, needed to scale self‑service across 40 forums and 20+ content sources while reducing a growing content gap and poor search experiences — nearly 20% of customer searches returned no results and engineers spent large chunks of time hunting for answers. Implementation complexity, rapid data growth and lack of usage analytics made relevance, personalization and case deflection top priorities.

Informatica selected Coveo for Salesforce to unify search across all sources and apply AI/machine‑learning for predictive recommendations, intent detection, expertise finding and actionable analytics. The result: case deflection increased 120%, CSAT improved by 5%, content gap and duplicate content creation fell by 50%, and agents gained visibility into customer journeys — delivering faster, more relevant self‑service and reduced customer frustration.

Informatica

Pattabhi Raman

Associate Director, Global Support Infrastructure