Case Study: Sage achieves nearly 25% fewer support calls and faster resolutions with Microsoft Power BI

Sage creates customer support smart assistants with QnA Maker that get the right answers fast

Sage, the UK‑headquartered multinational accounting software company, faced high volumes of routine, repetitive support requests that consumed agents’ time and slowed responses. To streamline support and manage multilingual, product‑specific knowledge bases, Sage adopted Microsoft technologies—building its Pegg smart assistant with QnA Maker and other Azure services—and used Microsoft Power BI dashboards to give technical writers visibility into KPIs and trends.

Using QnA Maker, the Microsoft Bot Framework, Azure Cosmos DB and related Azure tooling, Sage implemented a multilevel Pegg architecture and permissioned back‑office tools so writers could create, publish, and refine localized knowledge bases. Microsoft Power BI dashboards helped teams track top questions and required changes. The result: call volumes dropped by almost 25%, Pegg assistance doubled for Sage 50cloud customers in the US and Canada over six months, Canadian Pegg usage grew 80% during peak months, and despite a 12% rise in Pegg conversations in January 2020, service‑level performance improved 31% to over 90% in the United States.

Sage

Susana Duran

Vice President of Mobile and Conversational AI