Case Study: Vlocity achieves 25% more monthly site visits and improved case deflection with SearchUnify

Taming Mammoth of Repositories & Deflecting Cases Like a Pro

Vlocity, a fast-growing cloud and mobile software company known for its presence on the Salesforce AppExchange, struggled to maintain high-quality, personalized support as its documentation and community content spread across multiple repositories (Salesforce community and MadCap Flare). To unify search and improve self-service, Vlocity engaged SearchUnify’s enterprise search solution to tackle fragmented content, poor relevancy, and inadequate insights into user search behavior.

SearchUnify securely integrated Vlocity’s repositories, optimized and controllable search rankings, enabled suggestive and contextual search, and provided analytics to identify content gaps and trigger alerts—boosting case deflection and reducing support costs. As a result of SearchUnify’s implementation, Vlocity saw a 25% rise in monthly site visits and a 20% increase in user searches, while gaining the ability to measure and improve content performance.

Vlocity

James Goerke

Manager, Global Support