Company: SailPoint Technologies
Company background: SailPoint is not your typical tech company. We collectively stand for bringing out the best in one another to the benefit of our stakeholders around the world. When Mark, along with his co-founders, created SailPoint in 2005, his promise was to provide innovative solutions to some of the world’s most challenging and dynamic business challenges. But he didn’t stop there. He also promised that the work would be done in an exciting, collaborative, caring and fun work environment. All of these years later and that promise continues to ring true today. And just like in SailPoint’s early days, we are fiercely and passionately committed to solving our customers’ most pressing security and identity challenges. One thing is clear: the world around us changes in the blink of an eye and SailPoint has to keep pace and stay a step (or two, or three) ahead. SailPoint is all about innovation. We like to rethink technology. The way we work together. How we help our customers. How we add value for our shareholders. How we care for employees and our communities. We are identity pioneers who thrive on taking on new challenges that seem daunting to others. We bring out the best in each other, and as hard as we each work, we have a lot of fun along the way.
Contact: Lorrin Minton
Title: Associate Manager, Community
Related URLs: https://community.sailpoint.com/
Kudos Category: Best-in-Class: Digital
1. What challenges did your organization face that required a digital strategy? Provide details on the issues you were trying to resolve or the goals you were trying to achieve. (e.g. reducing handle time, improving CSAT, reducing per-interaction costs, etc.)
We had technical writers, support teams, trainers, employees and valuable knowledge in online forums, blogs, a developer portal, and believe it or not, more. Our users didn't know where to start, let alone where to go to find what they needed. This was a problem that needed to be solved.
2. Which elements did you implement as part of your digital solutions? Include details on the channels or tools you added, where you implemented AI or automation, and how your solution was unique.
By leveraging SearchUnify’s federated search, AI chatbot, and analytics, we are now able to provide our users a better digital experience by surfacing content from all our portals, automating answers to FAQs, understanding VOC, and most importantly, incorporating it in our content strategy.
3. What specific results were you able to achieve? Please include key success metrics. (e.g. CSAT, call deflection, cost reduction, agent efficiency, response speed, resolution rate, etc.)
SearchUnify helped us with content gap analysis and understanding what our users were looking for. Surveys have shown us that our users are able to better self-serve. In one month, our click through rate increased 4% and searches with no results decreased >5%. Our self-service rate increased over 10% in one quarter, and our AI chatbot helped us save an average of $5k for login issues.