Case Study: Fortinet (customer) achieves customer self-service success and 10M+ page views with SearchUnify (solution provider)

How Fortinet Paved Its Way To Customer Self-Service Success with Khoros and SearchUnify

Fortinet, a global leader in network security, faced an exponential rise in support tickets as its customer base expanded and useful content was scattered across knowledge bases, forums, docs and other repositories. To enable self-service and avoid overburdening agents, Fortinet partnered with SearchUnify (together with Khoros) to embed a dedicated customer community powered by SearchUnify’s unified cognitive search and analytics.

SearchUnify delivered federated, NLP/ML-powered search inside Fortinet’s Khoros community, plus analytics to surface content gaps and measure impact. The implementation drove over 10 million page views, a 10% increase in knowledge-article submissions, up to 45% search-to-click conversion within six months, and single-thread events (e.g., LOG4J) that earned 30,000+ views in days—helping Fortinet deflect tickets and accelerate time-to-answer.

Fortinet