Case Study: TechnologyOne achieves up to 75% self-service resolution with SearchUnify

How TechnologyOne Elevated Its Customer and Agent Experience, Achieved up to 75% Self-service Resolution

TechnologyOne, Australia’s largest enterprise SaaS company, was seeing a rise in repetitive support tickets and struggling to scale self‑service despite a Salesforce customer community and Service Cloud console. Users faced information silos, irrelevant search results and difficulty finding the right knowledge, so TechnologyOne partnered with SearchUnify to improve knowledge findability and self‑service (using the SearchUnify platform and its Agent Helper inline assistant).

SearchUnify deployed its cognitive search platform in four weeks, indexing disparate KBs, adding smart faceting, ML‑driven personalization and an insights engine while surfacing case‑resolving content via Agent Helper. The implementation delivered measurable impact: nearly 75% case deflection in the community, about 25% customer‑base growth, an 18% drop in daily Searches with No Results, a 22% drop in Searches with No Clicks, faster onboarding (from ~1 month to 7 days), lower AHT and improved CSAT/CES.

TechnologyOne

James

Support Analyst