Case Study: Accela achieves 63% higher self-service resolution with SearchUnify

How Accela Scaled Customer Support & Self‑Service Outcomes with SearchUnify

Accela, a US-based government technology leader, was struggling with fragmented content that made customer self-service difficult and slowed users’ ability to find answers. SearchUnify helped by providing its Enterprise Agentic Platform to unify content discovery across knowledge and support resources.

With SearchUnify’s federated search and AI-powered experience, Accela improved content findability and empowered its support teams to spot content gaps. The results included a 63% increase in self-service resolution, 95.14% average monthly searches returning results, a 3X rise in Customer Effort Score (CES), a 44% increase in content creation efforts, and a 24% drop in complaints about self-service and documentation.

Accela

Garrick Greenhalgh

Director of Global Technical Education and Community