Case Study: Rubrik achieves 20% higher case deflection and scales customer support with SearchUnify

SearchUnify Helps Rubrik Scale its Customer Service Operations

Rubrik, a fast‑growing cloud data management company, faced scaling challenges in its 24x365 support organization as content proliferated across Confluence, Salesforce Service Cloud and Community, and G‑Suite. To improve onboarding, knowledge transfer and the ability to quickly identify recurring issues, Rubrik sought a search solution—ultimately partnering with SearchUnify and its Cognitive Enterprise Search offering.

SearchUnify deployed a two‑week implementation of its Cognitive Enterprise Search to unify Rubrik’s knowledge sources, apply AI/NLP and machine learning for relevance and recommendations, and surface insights via interactive dashboards. The integration (including tuning with synonyms and web‑to‑case forms) boosted self‑service and internal search efficiency, helped bridge content gaps, and drove a measurable 20% increase in case deflection.

Rubrik

Giri Iyer

SVP - Customer Support & Success