Case Study: NETGEAR achieves scalable cloud customer support with Groundswell

NETGEAR - Customer Case Study

NETGEAR, a major manufacturer of network equipment and consumer electronics, needed to scale its customer support and knowledge operations as its business grew. Working with GyanSys, the company selected Salesforce Knowledge to improve knowledge resource management, online customer support services, and systems integration across its global support environment.

GyanSys delivered a suite of fully integrated customizations to extend Salesforce Knowledge, including multilingual article creation, improved search, deeper product hierarchy organization, article version tracking, and enhanced chat support routing. The implementation was completed on time and on budget, improving self-service, agent efficiency, and global collaboration while creating a platform NETGEAR can continue to scale and potentially expand with AI-driven predictive support.

NETGEAR

Tejas Shah

VP - Information Technology