Customer storyCloud-native analytics and observability

How Sumo Logic Automated 90% of Labor in Solving Technical Support Issues

With AptEdge, the end value is that Sumo Logic’s customers are getting a much better experience, and that drives consumption. The more they use our product, the more value they get, and the more they stay with us over competitors.
Steve KennedyVP of Customer Success
sumologic.com
2,100+
Customers
1,000+
Employees
100,000+
Active Users
01

About

Sumo Logic is a leading cloud-native machine data analytics company, offering log management and analytics services.

Its platform unifies and analyzes enterprise data, transforming it into actionable insights through AI-powered log analytics.

The company serves more than 2,000 organizations and over 100,000 active users.

Customer success teams faced challenges due to fragmented knowledge spread across multiple systems and inefficient workflows.

Sumo Logic partnered with AptEdge to centralize knowledge retrieval and improve support efficiency.

02

Challenge

Support engineers and technical account managers spent excessive time searching across disconnected systems instead of solving customer problems.

  • Knowledge scattered across Jira, Slack, Confluence, internal wikis, PDFs, and other systems.
  • Support engineers and TAMs spent up to 50% of their time searching for information.
  • Increased Mean Time to Identify (MTTI) and Mean Time to Resolve (MTTR).
  • Customer support delays created frustration for customers and internal teams.
  • Lack of a centralized knowledge repository.
One of the fundamental problems is you have an engineer working in your product. They hit a snag and have to submit a support ticket. This breaks the flow, and it gets handed off to a human being. That delay interrupts the entire process.
Steve KennedyVP of Customer Success
03

Solution

AptEdge deployed AI-powered knowledge retrieval and self-service capabilities to centralize information and reduce support friction.

Single Source of Truth with Answer AI

Unified knowledge from Salesforce, Jira, Confluence, Slack, and other systems into a centralized AI-powered assistant.

  • Faster information discovery
  • Reduced context switching
  • Centralized enterprise knowledge access

“You’ve allowed us to let everyone live in their native tool, and you essentially brought light to dark. It all comes to one centralized place.”

Real-Time Embedded Self-Service Assistance

Provided contextual answers directly within the product experience.

  • Reduced dependency on support tickets
  • Faster customer issue resolution
  • Improved customer productivity
04

Results

AptEdge significantly improved support efficiency, customer experience, and operational scalability.

90%

Reduction in Resolution Time

Support teams dramatically reduced solution discovery time.

Faster Issue Resolution

Centralized knowledge reduced MTTI and MTTR.

Improved Customer Experience

Customers could independently resolve common issues using embedded assistance.

Scalability and Cost Reduction

Support operations scaled without increasing headcount.

Increased Product Adoption

Improved support experience increased product usage and long-term value realization.

You take friction out of the system, and people will use it.
I don’t want my team spending 50% of their time looking for answers.
It also reduces our costs on the back end. I can have a smaller engineering team of hotshots handling the really difficult problems.
05

Conclusion

By centralizing knowledge, reducing workflow friction, and providing real-time assistance, AptEdge enabled Sumo Logic to resolve customer issues faster, improve customer satisfaction, and allow technical teams to focus on higher-value strategic work.

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