Stop Moving Data
The Central, Unified Index Becomes a Serious Alternative
Ubiquitous knowledge access allows employees to “search where they work.” Once you’ve stopped moving data and created the central index, you need to provide your employees with anytime/anywhere access to pertinent information and knowledge. For many organizations, employees spend most of their time in Outlook. Other organizations with large sales teams need easy access to information on the road.
Also valuable is the ability to conduct secure searches within enterprise content directly from a BlackBerry, including guided navigation. Even when systems are disconnected, including laptops, users can easily find information from these systems, directly from their mobile device. Again, without moving data, organizations can enjoy immediate, instant access to pertinent knowledge and information, anywhere, anytime.
The Upside
Organizations that “stop moving data” have reported tremendous benefits, cost savings and productivity improvements.
For example, CA, a leading independent IT management software company, helps customers optimize IT for better business results. Among the initial results of its unified information index layer from multiple repositories to speed customer-issue resolution include:
- Significant reduction in dedicated support resources and upgrade costs for the legacy system which was replaced;
- 10% increase in self-service customer satisfaction, and
- Now getting 50,000 queries per day on average; average response time = 0.2 seconds.
Cost Saving and ROI
With more than 20,000 employees and growing, one of the largest insurance companies turned to Coveo to implement a single, easy-to-use search solution to ensure its employees had quick and easy access to corporate best practices, policies and knowledge, that were stored in multiple systems across the organization.
After its Coveo implementation, they experienced increased global efficiency and collaboration and reduced errors in agents using the wrong information. More than 90% of the queries now returned the expected result in position #1, a relevancy unmatched by any other search engine they had experienced.
What’s more, the company measured an impressive two-week ROI on the project. They are now expanding their use of Coveo into their call center operations, in an effort to improve customer experience and retention by providing agents with instant access to customer data and information, which is stored across multiple repositories across the organization. This, the customer reports, will significantly reduce amount of time spent on the phone helping customers, increase customer satisfaction and retention rates, and result in millions of dollars in cost savings and cost avoidance while better serving customers.
Coveo’s more than 700 global implementations contribute to the success of AmerisourceBergen, CA, Deloitte, GEICO, ESPN, Haley & Aldrich, Lockheed Martin, Odyssey America, P&G, PricewaterhouseCoopers, Spencer Stuart, Children’s Hospital of Boston, Sony Ericsson, IMS Health, SSQ Financial, the U.S. Navy, among many others.
Visit www.coveo.com for additional information.