8x
Seach Efficiency
About
Venafi is a leader in machine identity management, safeguarding machine-to-machine connections and communications. Venafi secures and protects machine identities by using certificates and keys, offering critical security measures for IT infrastructures. Their clients include the world's largest and most security-conscious organizations, such as major banks, manufacturers, and financial institutions.
Solution
Information Sprawl:
Venafi’s decision to implement
AptEdge was driven by its robust ability to address and
simplify the complexities associated with information
sprawl. Particularly its ability to aggregate scattered data
from various platforms into a unified agent interface,
enhancing accessibility and efficiency.
Integration: AptEdge provides a centralized search
feature within Venafi's customer relationship
management (CRM) system, enabling support agents to
quickly locate relevant data across various platforms,
including internal documents and discussions in tools like
Slack.
Challenge
Information Sprawl:
The dispersion of information across multiple systems
and platforms made it difficult for support agents to
quickly locate necessary information to address customer
issues effectively. This challenge is accentuated by the
growth and expansion of the organization, which leads to
more team members, more locations, and more solutions,
thus further compounding the issue of scattered
information.
Lack of Integration:
Their previous solution did not integrate well into the
user interface, nor did it adequately search across all
locations. This lack of integration and functionality
hindered the support team's ability to access vital
information quickly and efficiently.
Results
Search Efficiency: The primary result from implementing
AptEdge was found in a significant reduction in time
spent searching. With so many knowledge sources,
Agents previously would have to search up to 8 different
tools with the same search terms. Now, it is just 1 search.
Onboarding: New Agents now hit the ground running
sooner, resolving tougher cases with less onboarding
time.