Case Study: US-based Leading Software Company achieves over 50% self-service resolution and 43% support cost reduction with SearchUnify's Escalation Predictor

How a US-based Leading Software Company Achieved Over 50% Self-service Resolution

Leading Software Company, a US-based SaaS organization with a global presence, faced rapidly rising support volume, misaligned case assignments, poor SME collaboration, lack of root-cause insight and growing SLA breaches that harmed CSAT. To address these escalation and routing challenges, the company turned to SearchUnify and implemented its AI-powered Escalation Predictor.

SearchUnify’s Escalation Predictor used machine learning on signals like sentiment, case scoring, priority and product group to enable intelligent case routing, prioritization, root-cause analysis and SLA-violation alerts. Within eight months the solution lowered MTTR, cut escalations by about 50%, delivered 50% self-service resolution and reduced support costs by 43%, enabling more proactive agents and a better customer experience.