Case Study: Informatica achieves improved case deflection and support productivity with Coveo

Informatica - Customer Case Study

Informatica needed to reduce the time engineers spent searching across multiple disconnected information sources, which was hurting productivity, raising support costs, and making it harder to surface relevant content for customers. The company partnered with Coveo to improve self-service and support efficiency using Coveo’s AI-powered search and knowledge platform.

Coveo implemented a unified AI-powered platform for Informatica that brought together content across multiple journeys and improved access to the right information for both customers and support agents. The result was reduced knowledge gaps within the support team and a significantly improved case deflection rate, helping Informatica lower support burden and deliver better customer outcomes.

Informatica

Pattabhi Raman

Associate Director, Global Support Infrastructure