Case Study: Leading Fintech Company achieves over 62% self-service resolution in 6 months with SearchUnify

How A Leading Fintech Company Achieved Over 62% Self-service Resolution in 6 Months

Leading Fintech Company, a global provider of cloud-based reconciliation and financial close solutions, faced friction in its Salesforce community: inconsistent tagging of resources, a cumbersome 4–5 step case-creation process, and limited permission controls for the native learning solution. To improve self-service and personalized access, the company engaged SearchUnify’s unified cognitive platform.

SearchUnify implemented role-based permission handling, smart defaults and auto-population to simplify case creation, and AI-driven query analysis with Named Entity Recognition and Content Annotation plus preselected filters to improve relevancy. Within six months SearchUnify helped the company achieve a 62% cumulative self-service resolution and 54% unique conversions, significantly boosting support efficiency and content discoverability.