Case Study: Trouba* achieves faster, more consistent customer service (11.25% AHT reduction, 86% less CSR search time) with Coveo Intelligent Search

How Trouba* empowers their CSRs with industry-leading search experiences so they can help clients faster while supporting company growth

Trouba (pseudonym), one of the largest wealth providers in the US, struggled as rapid growth created product- and SharePoint-based knowledge silos. Outdated keyword search left CSRs spending excessive time finding answers, produced inconsistent client responses, increased transfers and callbacks, and slowed new-hire ramp-up—undermining first-contact resolution and customer trust.

Trouba deployed Coveo’s Relevance Cloud to centralize content into a unified index and deliver ML-powered, natural-language search with smart snippets, personalized recommendations and permission-aware results. The intelligent search cut CSR search time by 86%, reduced average handle time by 11.25%, saved 2.5 days of knowledge ramp time, lowered transfers and delivered measurable value in about eight weeks.

Trouba*