How Bluebeam Aced the Art of Case Deflection

"Love this innovation during a wild year. Self-service with this kind of deep thinking is very impressive".

"The $12,000 in savings each month were great. Goes to prove that technology can greatly benefit organizations".

These are some comments that the jury of 2021 Stevie® Awards for Sales & Customer Service made after reading Bluebeam’s success story – that's how it achieved 25% case deflection at stage 2.

Before you read it, here’s why stage 2 deflection is so big a deal:

Not all support teams and organizations define and measure case deflection the same way. Some define it broadly. They consider a case to be deflected if a customer visits their self-help portal or community, runs a search, clicks on one or more results he/she sees, and leaves without logging a case. We call it Level 1 or Stage 1 deflection.

Those who define it conservatively consider a deflection to have occurred when a customer visits the ‘case creation’ or ‘contact us’ page in their community/portal, asks his/her query, clicks on one of the suggested articles, and leaves without creating a case. We call it Level 2 or Stage 2 deflection.

Stage 2 of case deflection is a stage where the customer has an explicit intention to create a case.

Deflecting a case at this stage is, therefore, a big deal. Most teams see an average deflection percentage at this stage of up to 10%. However, Bluebeam has been able to achieve an average of ~25% deflection at this stage, which is phenomenal.

How did they do it? Read the case study to learn.

What Bluebeam Said

By using SearchUnify to harness the power of AI, Bluebeam was able to use technology to dramatically improve our customers’ support experience, measurably increasing our ability to quickly connect customers with the resources they need. Bluebeam’s commitment to constantly improve our entire business isn’t a program or an initiative, it’s a way of doing business, and we’re proud to be recognized for our work with SearchUnify in pursuit of that goal.


Jim Atkinson

President and Chief Customer Officer,

‎Bluebeam, Inc.