How Netwrix Saved Near 7-Figure Support Costs, Boosting Margins in Under 12 Months with AptEdge AI

Netwrix helps organizations identify and mitigate cybersecurity, compliance, and data protection risks. With a global customer base spanning more than 14,000 organizations and a presence in over 100 countries, Netwrix delivers unified visibility and control across IT environments.

As Netwrix grew through product innovation and acquisitions, its global support organization faced the challenge of scaling efficiently without increasing headcount.

• Support engineers managed 18 diverse products.
• Aging tickets and inconsistent resolution times.
• Growing support backlog.
• Need to reduce time to resolution and improve consistency across teams.
• Need to eliminate redundant effort through AI-driven insights.
• Need to provide engineers instant access to contextual knowledge.
• Required operational scale without expanding the support organization.

Netwrix adopted AptEdge, an AI-powered support intelligence platform integrated with Salesforce.

• Instant ticket summarization with sentiment analysis.
• Automatic surfacing of similar cases, documentation, and resolutions.
• AI-generated recommendations for faster case resolution.
• Analysis of past cases, agent notes, and customer context.
• Support insights extended beyond support teams to Customer Success and Product organizations.

Within months of implementation, AptEdge delivered measurable operational and financial impact.

• Faster case resolution.
• Reduced customer escalations.
• Smaller support backlog.
• Higher customer satisfaction.
• Significant margin gains.
• Reduced hiring requirements.

• Operating margins improved through reduced headcount requirements.
• Faster and higher-quality support improved renewals and upsell opportunities.
• Customer trust and satisfaction increased through proactive engagement.
• Employee satisfaction improved due to reduced time spent searching for information.
• Lower employee turnover and stronger team morale.
• Support evolved from a cost center into a strategic growth enabler.

• Unified Salesforce and internal system data.
• Faster and smarter resolutions.
• Executive-ready visibility.
• Scalable global operations without additional cost or complexity.