Case Study: HSE achieves higher customer satisfaction and a 42% reduction in maintenance time with Elastic

HSE increases customer satisfaction while reducing maintenance time by 42%, using Elasticsearch on AWS

HSE, a leading European live commerce brand, needed a more flexible and understandable search experience for customers coming from TV, app, and online channels. Its previous search tool was a “black box,” making it hard to fine-tune results for different search styles, and HSE turned to Elastic and Elasticsearch on AWS to improve relevance and customer satisfaction.

Elastic implemented AI- and machine learning-powered search on Elastic Cloud, allowing HSE to rebuild its website search with APIs, filters, boosts, and sorting. In the first six months, HSE reduced maintenance time by 42%, increased customer satisfaction by 8%, and improved search result click-through rates by 4%, while gaining a more reliable 24/7 search platform.

HSE

Peter Strasser

Software Developer