Case Study: CA Technologies boosts knowledge capture and saves money with Eustace Consulting

Eustace Consulting Revamps Knowledge Management for Technology Company

CA Technologies, a software company with 600 support engineers handling more than 180,000 customer cases each year, needed a faster, more effective way to manage knowledge. Its old knowledge management tool was slow, expensive to maintain, lacked KCS certification, and made engineers switch between multiple systems instead of staying in Salesforce.

Eustace Consulting implemented and customized Salesforce Knowledge to streamline article creation, approvals, reuse, reporting, and coaching workflows. With Eustace Consulting’s help, CA Technologies expects to save about $400,000 annually, reduce knowledge maintenance from five FTEs to two, increase article production by 50%, and improve user satisfaction, with 83% of support engineers saying the new tool is easier to use.

CA Technologies

Christie Morin

Director Of Knowledge Services