SearchUnify Helps Rubrik Scale its Customer Service Operations

Founded in 2014, Rubrik created a category-defining cloud data management platform that has turned the $48 billion data protection market on its head. Today, the company operates in six continents, has over 1600 employees, and is now valued at more than $3.3Bn.

For Rubrik, it was a challenge to efficiently scale their support at such a rapid pace. On top of that, the swiftly growing employee base called for streamlined and time-efficient knowledge transfer sessions with easy access to internal information for all employees.

With SearchUnify’s cognitive engine, Rubrik transformed their community into a self-service portal, amping up case deflections by 20% and achieving a CSAT score of 98%. Rubrik’s contact center transformation with SearchUnify won a Silver Medal at the prestigious Stevie® Awards for Sales & Customer Service 2020 in the "Best Use of Technology in Customer Service - Computer Industries” category.

The judges noted Rubrik’s commitment to customer-first approach and called out “great case deflection” and “excellent use of technology to create a positive differentiating experience for clients and contact center agents with exemplary results".

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