How Rubrik Revolutionized Knowledge Discovery with Salesforce and SearchUnify
Founded in 2014 by many of the engineers behind Google, Facebook, and Oracle, Rubrik created a category-defining cloud data management platform that has turned the $48B data protection market on its head. Rubrik’s cloud data management delivers automated backup, recovery, archival, search, test, and development in a simple platform.
Investors call Rubrik one of the fastest-growing enterprise companies ever. Goes without saying that this hypergrowth does not come without challenges. Let’s explore the many challenges Rubrik has had to overcome in its brief but incredible history, and explore how integrating AppExchange apps with Salesforce has helped.
New Heights, New Challenges
Rubrik is committed to customer satisfaction and provides 24/7/365 support. It leverages Salesforce Service Cloud to accelerate agent workflows along with a Salesforce Experience Cloud-powered customer community to drive self-service.
To aid support engineers, the enterprise generated a copious amount of content across Confluence, Salesforce Service Cloud, Salesforce Community Cloud, Salesforce Platform, JIRA, corporate website, and G-Suite. However, the support team didn’t have a centralized search interface capable of scanning all the sources at once. As a result, the agents would have to manually search individual silos, which would be daunting to say the least.
Talking about other employees in the organization — every time fresh talent came aboard, a series of training and knowledge transfer sessions would follow. While that sounds like standard practice, it wasn’t particularly time-efficient for a firm that grew its headcount by three times over the past year.
The existing employees too had a hard time finding content from the vast archives. With time, content quickly proliferated, which made the situation even more worrisome.
This began the hunt for a solution that could amp up case deflection via self-service channels. After some exploring, Rubrik decided to adopt SearchUnify, a unified cognitive platform, to recalibrate the user experience for better search and support.
Casting the Cognitive Spell with Salesforce Properties
Post-implementation, Rubrik’s entire knowledge bases were just a search away for employees, customers, and partners.
The new engine became an instant hit. It empowered all users to find relevant content from the entire corpus in a jiffy. The highly customizable and interactive dashboard enabled Rubrik to analyze usage patterns and leverage it to streamline the self-service experience.
ML-powered algorithms added relevance and intelligent recommendations to every search operation to propel engagement. The NLP modules helped contextually decipher every search query, which in turn ensured only helpful content made it to the results page. Additionally, the ability to manage synonyms and tune search results further improved the search experience.
A deflection component, powered by search data, was also added to the case creation page to attempt and resolve issues before ticket creation. How does that work? Well, by populating automated search suggestions based on the information the user provides. The comprehensive insights put together by the cognitive engine also came in handy to highlight and bridge content gaps. As a result, case deflection rose by a healthy 20%.
On the support ops side, agent productivity increased as the process to find case-resolving answers became a lot easier. The unified search was able to pull results from different repositories saving them valuable time. Agents could even retrieve information about bugs in the product and the status of fixes in JIRA, right within their workflows.
Moreover, the ‘email to case’ auto-responses that would be triggered when customers logged cases now also had content suggestions from the intelligent search engine. Instead of a static email that acknowledged case creation, the emails also included links to knowledge articles that could potentially solve the problem the customer was facing.
Mitigating Effort & Augmenting Salesforce Experience
To put it simply, SearchUnify not only helped Rubrik overcome the issues it was facing but also added a whole suite of enhancements to elevate the user experience. Knowledge became easier to find, content strategy became data-driven, and multiple deflection checkpoints were added.
It made things a lot easier for customers, employees, and management. And that’s not the end of it. A while later, the support organization found itself with a Stevie Award for the best use of technology. Winning hearts and awards at the same time. Sounds like a sweet deal, right?
Want to know how the combined might of Salesforce and SearchUnify can help your customer support and self-service initiatives? Then check out the complete success story here, check out the spotlight here, and visit SearchUnify on the AppExchange.
