Case Study: Bluebeam Inc. achieves 25% case deflection and $12,000/month support savings with SearchUnify

How Bluebeam Aced the Art of Case Deflection

Bluebeam Inc., a Pasadena-based leader in software for design and construction professionals, was facing a high volume of mostly simple support requests despite a large integrated knowledge base and community. Customers routinely visited the community but still logged cases, so Bluebeam Inc. sought to improve self-service and deflect cases before they reached support; they turned to SearchUnify to bring cognitive, personalized search into their contact flow.

SearchUnify helped Bluebeam Inc. redesign the “Contact Us” flow with two folds: common Q&As up front and a SearchUnify search box in the second fold that uses federated, AI-driven results, predictive suggestions and manual tuning to surface relevant content. After the June 2020 rollout SearchUnify drove measurable impact — a 25% deflection at the case-creation stage, 62% deflection on community home search, a 9% drop in “no results,” 46.5% average clicks-to-search, and roughly $12,000 per month in support cost savings — significantly reducing caseload and improving customer self-service.

Bluebeam Inc.

Travis Nilan

Support Documentation Manager