Case Study: nCino achieves intelligent self-service and improved search relevancy with Coveo

How nCino Activated Self-Service in Their Customer Community

nCino, a Wilmington, NC–based fintech that provides a cloud Bank Operating System used by more than 1,100 financial institutions, faced low adoption of its Community portal because search frequently failed to return relevant results. Customers, partners, and employees struggled to find answers among 6,000+ knowledge articles and discussion threads, driving unnecessary contact‑center cases and frustrating users.

nCino implemented Coveo for Salesforce to surface recommended content during case submission and to collect usage analytics, enabling data‑driven improvements to search and content. The change immediately improved relevancy and case deflection: customers visited one fewer page per session while average time on page rose by nearly a minute, click rank improved (↓18%), query click‑through increased, active community participation grew, and support engineers resolved issues more quickly.

nCino

V.J. Watkins

Community Business Analyst