Case Study: VMware triples self-service deflection with Coveo Intelligent Search

VMware - Customer Case Study

VMware, a top-five virtual workplace software leader with 75,000+ partners, built Partner Central — a heavily customized Salesforce portal — to give partners access to training, product info and sales/marketing resources. Despite the investment, analytics showed partners were spending too much time hunting for answers (40–50% ignore menus), which distracted them from selling and servicing customers; VMware needed a more intuitive, unified search to deliver the right content at the moment of need.

VMware implemented Coveo intelligent search to power Partner Central, surfacing relevant documents and multimedia so partners can self-serve quickly. The Coveo solution transformed portal usability and accelerated partners’ ability to find what they need; the Dreamforce case study reports a dramatic lift in self-service outcomes (tripling deflection rates), with related examples showing up to a 30% increase in self-service resolution.

VMware

David Wylie

Manager, Partner Central Operations