CASE STUDY

How TechnologyOne Elevated Its CX and AX Achieving up to 75% Self-service Resolution

Discover how TechnologyOne, Australia's largest enterprise SaaS company, revolutionized customer and agent experiences while elevating self-service experience.

The company observed a few challenges faced by the users: limited content findability and irrelevant results due to limited search intent processing.

In light of this, TechnologyOne decided to opt for SearchUnify, a unified cognitive platform, to overcome the challenges.

The impact was significant:

  • Nearly 75% self-service resolution
  • 25% growth in customer base
  • Reduction in average handling time (AHT)
  • Improvement in customer effort score (CES)
  • Increase in customer satisfaction (CSAT) scores
  • Improvement in agent onboarding and much more

Key Takeaways

Scalable Architecture
REVOLUTIONIZE YOUR BUSINESS OUTCOMES

Learn how enhanced customer and agent experience power your business

Resilient & Future-Proof
UNIFY ENTERPRISE INFORMATION INSIGHTS

Uncover how improved findability impacts content consumption

Accelerated Time to Value
EVALUATE CONTENT GAPS TO IMPROVE SELF-SERVICE

Discover how insights engine help identify content gaps & drive CSAT