Case Study: Brightree boosts self-service resolution and agent productivity with SearchUnify

How Brightree Enhanced Self-Service Resolution with SearchUnify

Brightree, a SaaS provider for post-acute care and pharmacy solutions, was operating a Salesforce-powered community but struggled with content findability as knowledge was spread across silos (how‑to articles, LMS content, discussions, group posts) and limited profile‑based permissions prevented proper indexing. These gaps reduced agent productivity and increased time spent searching across tabs, hurting metrics like TAT, AHT and MTTR. To solve this, Brightree engaged SearchUnify in 2019 to deploy an intelligent enterprise search that honors Salesforce and Appinium access permissions.

SearchUnify implemented cross‑channel cognitive search, intent tuning, consistent tagging and an insights engine so content is surfaced by query context, user profile and history, enabling customers and agents to find relevant results in just a few clicks. The impact was measurable: monthly clicks rose from 5,600 to 13,993, searches with no results dropped from 720 to 209, average search conversion climbed from ~35% to 48%, and Stage 1 case deflection increased from ~28% to 83%, significantly boosting self‑service and agent productivity.

Brightree