About
CyberArk is a leader in machine identity management, safeguarding machine-to-machine connections and communications.
The company secures machine identities through certificates, keys, and identity protection technologies that protect critical IT infrastructure.
Its customers include some of the world's largest and most security-conscious organizations, including major banks, manufacturers, and financial institutions.
Challenge
- Information was spread across multiple systems, platforms, and knowledge sources, making it difficult for support agents to quickly locate the information needed to resolve customer issues.
- Organizational growth introduced more teams, locations, products, and knowledge repositories, further increasing information sprawl.
- The previous solution lacked deep integration into the user workflow and failed to effectively search across all available information sources.
- Support agents often had to search multiple tools separately to find relevant answers, creating inefficiencies and slowing case resolution.
Solution
CyberArk implemented AptEdge to unify fragmented knowledge sources and simplify information discovery for support teams.
Unified Knowledge Access
Aggregated information from multiple platforms into a single support experience, reducing information sprawl.
CRM Integration
Embedded centralized search directly within CyberArk's CRM workflow.
Cross-System Search
Enabled support agents to search across internal documentation, collaboration tools, and knowledge repositories from a single interface.
Slack and Internal Content Discovery
Surfaced relevant information from Slack conversations and internal resources alongside traditional documentation.
Impact
- Reduced time spent searching for information
- Eliminated the need to search across multiple tools separately
- Improved support team efficiency
- Accelerated onboarding for new support agents
- Improved ability to resolve complex customer issues
- Simplified knowledge discovery across the organization
Strategic Alignment
CyberArk adopted AptEdge to address growing information sprawl, improve support efficiency, and provide a unified knowledge experience that scales with organizational growth and increasing knowledge complexity.