Case Study: A Leading SaaS Company achieves 75% self-service resolution and $11k monthly cost savings with SearchUnify

How A Leading SaaS Company Amplified Self-Service & Agent Productivity with SearchUnify

Leading SaaS Company, a US-based platform for commercial contractors, ran a Salesforce-powered community but struggled with repetitive queries and poor self-service due to siloed content across Khoros, Salesforce, YouTube, Absorb LMS, limited real-time crawling, weak search intent processing, lack of actionable insights, and role-based access issues. They engaged SearchUnify to improve content discoverability and agent productivity using its unified cognitive platform (Cognitive Search, Agent Helper, etc.).

SearchUnify implemented federated search with 55+ native connectors, real-time crawling, ML-driven relevance tuning, actionable analytics, and Salesforce-console features like Attach to Case, Copy URL, and Add to Case Comments. As a result, searches-with-results rose to 75%, click-throughs reached 97.32%, Q/Q user engagement grew 44%, cumulative self-service resolutions reached 55%, and the customer saved about $11k per month in support costs.