Case Study: Namely achieves faster, more relevant community search and higher CSAT with SearchUnify

How Namely Unlocked Full Potential of Its Community Knowledge with SearchUnify

Namely, a New York–based HR, payroll and benefits platform, struggled with content findability in its Salesforce community because knowledge lived in multiple repositories with inconsistent metadata and the team lacked visibility into content gaps and KCS adoption. To solve this, Namely engaged SearchUnify and its Unified Cognitive Platform—leveraging cognitive search and AI apps such as Intelligent Search and KCS Enabler.

SearchUnify indexed Namely’s disparate sources and deployed Intelligent Search, KCS Enabler, Agent Helper and Community Helper to deliver contextual, personalized results and real‑time content insights. The SearchUnify implementation reduced searches with no results from 2.35% (Apr ’21) to 1.60% (Jun ’21), achieved an 8.2% month‑on‑month decrease in no‑result searches, raised clicks-to-searches to 44.5% on average, and drove an 80% increase in knowledge article submissions—helping Namely deflect cases faster and improve CSAT.

‎Namely

Peter Pittweger

Content Manager