Case Study: Informatica achieves $3.5M annual support cost savings and improved self-service with Coveo

How Informatica’s move to an enterprise search platform elevated the customer journey and deflected $3.5M in support costs

Informatica, a Redwood City–based leader in cloud data management serving thousands of enterprises, struggled with poor content findability and high support volume: roughly 20% of searches returned zero results across ~600,000 monthly searches, content was locked in disparate repositories, engineers spent up to 20% of their time hunting for answers, and the company needed scalable, multilingual self‑service to support subscription growth and customer expansion.

By implementing Coveo’s AI‑powered unified search and Case Assist to surface personalized results, as‑you‑type suggestions, and contextual learning recommendations across 25 sources in 40+ languages, Informatica deflected 6,500 cases in 2021 (~$3.5M annual savings), cut its content gap from 18% to 2%, improved NPS to 4.1, sped source onboarding from months to weeks, and generated a $1M pipeline from paid education—while improving agent productivity and enabling future in‑product recommendations.

Informatica

Neha Mehta

Digital Experience Leader