Case Study: Tyler Technologies achieves 300% productivity improvement and 350% lower costs with Klever Insight

How Tyler Technologies applied knowledge sharing to support quick growth, increase customer satisfaction & decrease delivery costs

Tyler Technologies, a software provider for public sector organizations, faced a monumental challenge when it was selected by the State of Texas to implement a new court e-filing system. They needed to rapidly scale their support to handle an estimated 1,400 daily calls from over 90,000 attorneys while maintaining their high-touch service model, all without the prohibitive cost of hiring 36 new full-time employees.

To address this, Tyler partnered with Klever Insight and implemented its knowledge-sharing optimization program. The solution centered on creating a self-service portal and new knowledge management workflows. The results were achieved in just three months: support productivity improved by 300%, the number of new hires was reduced by 28 positions for a 350% cost reduction, and customer satisfaction rose to 4.6 out of 5.

Tyler Technologies

Mitchell Spence

Tyler Technologies