Case Study: Schlage achieves 50% reduction in email tickets and boosts customer self‑service with Inbenta

Schlage - Customer Case Study

Schlage, a leading lock and security brand under Allegion, wanted to boost customer self-service and make product and support information easier to find for both customers and internal teams. The company aimed to reduce email escalations and speed up resolutions by helping people find answers on their own terms rather than relying on traditional keyword search or support channels.

Schlage implemented Inbenta’s semantic search and natural language processing, including Instant Answer functionality, to deliver real‑time, meaning‑based responses and a more personalized online experience. The change immediately cut email escalations—reducing email tickets by 50%—while improving customer engagement and supporting a more effective omnichannel service with the help of a responsive vendor team.

Schlage

Megan McCluskey

Senior Program Manager, Customer Experience Marketing and Communications