Case Study: Flexera achieves 75% increase in global self-service success with SearchUnify

How Flexera Improved Self-Service & Enhanced Agent Productivity With SearchUnify

Flexera, a SaaS-based IT management company, was seeing fragmented enterprise content across its Khoros community, documentation and corporate site, which led to low community adoption, recurring mundane inquiries and a lack of real-time insights. To tackle these self-service and agent-productivity challenges, Flexera engaged SearchUnify to unify and improve search and analytics across channels.

SearchUnify implemented a federated search with 55+ native connectors, real-time crawling of disparate KBs, NLP/ML-driven relevance (including versioning, intelligent facets and search tips) and a search-analytics dashboard for actionable insights. As a result, SearchUnify drove a 75% increase in global self-service success on the community, a 5.8% lift in self-service success at the case form stage, and achieved a cumulative self-service success rate of 66.8%.

Flexera

Austin Grimes

Senior Community Manager