Case Study: OSIsoft achieves better self-service search and faster resolution with Coveo

Improving Self-Service Search in Salesforce with Coveo

OSIsoft, known for its operational intelligence platform, needed a better self-service search experience in Salesforce to help customers and support teams find relevant answers across disconnected content sources. Its heavily customized in-house search was hard to maintain, produced poor results for some queries, and offered limited analytics, making it difficult to improve the customer experience. OSIsoft turned to Coveo and its intelligent search capabilities to support a more personalized, customer-centric self-service model.

Coveo helped OSIsoft unify content, improve relevance, and reduce maintenance by replacing custom search logic with out-of-the-box and machine-learning-driven features integrated with Salesforce. The results were strong: click-through rate rose to 85%, link rate increased to 80%, no-result queries dropped to less than 1%, and time to resolution improved by 56%. With Coveo, OSIsoft also gained better analytics to identify content gaps and support future expansion beyond support into broader internal search use cases.

OSIsoft

Alex VanFosson

Knowledge Engineer