Case Study: SunGard Public Sector boosts customer service and staff productivity with Coveo Search

SunGard Public Sector Boosts Customer Service & Staff Productivity with Coveo Search

SunGard Public Sector, a division of SunGard Data Systems that supplies software and services to local governments and public safety agencies, struggled to surface the right information from a rapidly growing content estate—more than six million items across SharePoint, Microsoft Dynamics CRM, Salesforce, file shares and databases. With 120 support agents, 230 knowledge workers and a Customer Connect Portal, staff and customers found it difficult to locate case-resolving content, slowing resolution times and limiting self-service.

SunGard deployed Coveo for Customer Service and Coveo Advanced Enterprise Search to index and enrich all repositories, honor security, and deliver responsive, facet-driven search across desktop and mobile. The solution was rolled out in weeks to agents and knowledge workers and added to the customer portal; results included strong adoption (about 14,000 searches/month overall, ~450 portal searches/day within four days and 7,000+ portal sessions in the first month), reduced manual information requests, improved agent productivity and higher self-service and satisfaction.

SunGard Public Sector

Michael Paul

I.S. Manager, SunGard