Case Study: Kronos achieves unified search-driven support, improved self-service and 10% case deflection with SearchUnify

Kronos Transforms Customer Support & Self-Service Experience with SearchUnify

Kronos, a leading provider of workforce and human capital management cloud solutions, struggled to scale support as knowledge was scattered across ServiceNow, JIRA, MadCap Flare, KnowledgeMap/KnowledgePass and other repositories. This fragmentation, along with missing faceted search, irrelevant suggestions during case creation, and limited cross-platform user tracking, hindered customer self-service and agent productivity. To address these issues, Kronos partnered with SearchUnify to deploy its cognitive search on Salesforce Community, Salesforce Service Console and internal Salesforce.

SearchUnify indexed Salesforce Knowledge, cases, community discussions, eLearning, in-product help, Jira and ServiceNow, and added faceted/sticky filters, AI-driven suggestions on the case page, and deep analytics dashboards. The solution unified access to content and improved relevance and tracking, boosting engagement and efficiency: over five months (July–Nov 2019) Kronos saw 1,132k site visits, 245k unique search users, 828k searches and more than 10% case deflection.

Kronos

Leo Daley

Director-Community