About
Boomi helps more than 25,000 customers worldwide connect everything, automate processes, and accelerate outcomes.
Rapid growth, a large product ecosystem, and globally distributed support teams increased pressure on customer support operations.
Boomi partnered with AptEdge to unify knowledge, automate support workflows, and accelerate customer resolutions using AI.
Challenge
- Support engineers needed information scattered across Salesforce, Confluence, Jira, Slack, internal documentation, and other systems.
- Frequent context switching slowed resolution times and increased training overhead.
- Maintaining consistent support experiences at scale became increasingly difficult.
- Onboarding required learning multiple systems and workflows, creating long ramp-up times.
Our engineers were spending far too much time jumping between tools just to find the information they needed. That led to longer resolution times and inconsistent experiences for customers.
Solution
Boomi implemented AptEdge as an embedded AI assistant within Salesforce and web-based tools, integrating knowledge sources and automating support workflows.
Unified Knowledge
Centralized access to knowledge bases, tickets, Slack discussions, and historical resolutions.
AI-Powered Insights & Sentiment
Generated ticket summaries, insights, and prioritization guidance.
Resolution AI
Provided contextual, step-by-step resolution recommendations.
Knowledge Gap Analysis
Generated knowledge articles in seconds instead of days.
In-Product Support
Embedded guidance directly inside the Boomi product experience.
Impact
- Improved support margins
- Reduced operational costs
- Scaled support without adding resources
- Improved Net Revenue Retention (NRR)
- Higher customer satisfaction
Strategic Alignment
Boomi views AptEdge as a strategic AI partner that helps uncover customer friction points, reduce support overhead, and provide structured customer feedback to product and engineering teams.