“Obie has been able to offer a tremendous amount of assistance with our company moving over 4,000 employees from in-office environment to a work from home lifestyle. With many of our employees never taking the opportunity to evaluate their needs from a work from home lifestyle. Obie made it very simple to share Confluence articles that guided users on best practices and procedures for working from home, as well as helping our IT team generate Jira Service Desk tickets to track users request and monitor traffic flow.”
Cvent, Inc. is a privately held software-as-a-service company that specializes in meetings, events, and hospitality management technology. The company offers web-based software for meeting site selection, online event registration, event management, email marketing, and web surveys. Learn how Cvent used Obie to navigate the COVID-19 pandemic and accelerate 4000+ employees to remote working success with automated ticketing in Slack and self-serve helpdesk knowledge.
4000+
Total Employees
1500+
Avg monthly questions processed by Obie
500+
Avg monthly tickets created through Obie
Challenges
- In March 2020 Cvent (like most of the world) had to shift 4000+ employees from their global physical offices to a remote work environment. A new challenge for the internal support team.
- As a larger organization, the IT department at Cvent closes over 6,000 tickets per month and is also responsible for answering thousands of questions from internal employees.
- Like most companies, questions and issues get raised in Slack. This causes a constant feed and bottleneck of requests, repetitive questions, and redundant issues to solve.
- There is no streamlined way to provide seamless, consistent, and fast support.
Solution
- With Obie, Cvent was able to create a searchable, intelligent, single source of truth for wiki articles and support documentation almost instantly.
- When documented knowledge isn’t sufficient enough to automatically resolve an issue, Obie helps by creating a Jira Service Desk ticket directly from within Slack.
- Utilizing Obie analytics gives Cvent actionable insights into what new documentation to create and where existing knowledge gaps live.
91%
Adoption rate of Cvent employees using Obie
$200,000+/year
Amount saved from ticket deflection
"Obie has been a great addition to our team. Obie has helped prevent tickets from happening in the first place by providing instant answers. Our engineers also love it because of its slick integration with Slack and Jira Service Desk. This has contributed to overall better user experience and customer satisfaction."
Mohammed Dajani, Senior IT Manager - CventA global pandemic forcing a massive shift in how we work
On March 13, 2020 Cvent made the official announcement to shift 4000+ of their colleagues to a work from home environment. It became apparent that the internal support team at Cvent was about to take on more work than they had bandwidth for.
Here is a snapshot of Obie usage in the 2 weeks prior to wfh (March 1- 12):
173
Tickets created with Obie748
Questions processed by Obie748
Questions processed by ObieAnd 2 weeks after the wfh policy was placed into effect:
748(+332%)
Tickets created with Obie1,964(+163%)
Questions processed by Obie1,964(+163%)
Questions processed by ObieTyler Copeland,
Service Desk Engineer - Cvent
Obie learns the more he’s used
Despite being very easy to get started with Obie; leveraging out-of-the-box knowledge integrations, simple content management tools and the most robust Slack integration on the market, Obie actually becomes more effective the more questions and interactions he processes.
In the two weeks after the wfh policy began at Cvent, positive interaction logged through Obie increased (+6%) and the number of results automatically shared from Obie Suggest increased (+68%). The percentage of issues Obie is able to automatically resolve also increased to (~33%)..
In addition, the internal support team at Cvent was able to utilize insights discovered by Obie to create new wiki articles within Confluence and identify high volume repeat issues during the shift.
The increase in usage accelerated the efficacy of how Obie works with the employees at Cvent.
Sound like a fit?
Obie is built for growing teams and organizations. We have a variety of plans to fit your organization as you scale.