Case Study: KeyBank achieves faster internal knowledge discovery and 1,500–2,000 daily searches with Coveo for Advanced Enterprise Search

KeyBank Unlocks Relevant Internal Knowledge, Improves Results and Usage with Coveo for Advanced Enterprise Search

KeyBank, a 160‑year‑old retail bank with about 15,000 employees, struggled to surface relevant internal content as its knowledge base grew and digitized. The bank’s legacy search returned noisy, irrelevant results (for example, searches for a branch returned hundreds of listings), slowing employee access to policies, HR materials, asset and inventory systems, and other internal resources.

KeyBank implemented Coveo for Advanced Enterprise Search in early 2013 with a two‑month rollout, adding improved indexing, taxonomy and unified access to SharePoint and other repositories. Since the April launch, daily queries jumped to 1,500–2,000 (vs. roughly eight/hour previously), employee feedback has been positive, and usage has steadily increased—Key estimates it’s using only about 20% of Coveo’s capabilities and plans further integration and analytics.

KeyBank

Jim Wozniak

Infrastructure Engineer, Key