Overview
Palo Alto Networks - Global cybersecurity leader Palo Alto Networks is changing how people and organizations interact digitally by bringing security into the cloud.
Supernova Award Category
Next Generation Customer Experience
The Problem
Palo Alto Networks’ roots focused on selling firewall hardware for enterprise data centers; the rapid rise of cloud and then edge computing opened the door to change. In response to market demands and emerging cybersecurity threats, the company shifted to software-delivered security, transitioning from a single product company to a multiproduct platform. To expand its product portfolio within enterprise security, the company turned to acquisition, rounding out its offering with the addition of several niche companies. While moving from on-premise to cloud, Palo Alto Networks built out a comprehensive set of capabilities around endpoint, cloud, and security management to deliver best-of-breed tools in 5 different security fields. With a shift in its business model towards subscriptions and a rapidly expanding portfolio, the team knew that the only way to scale customer service across a multiproduct offering, while maintaining quality, was to fully embrace digital channels. Palo Alto Networks primarily sells its products and services through a direct-touch approach working with partners to win and support end customers. For 5 consecutive years, Palo Alto Networks has been recognized by J.D. Power and TSIA for its leadership in assisted support. With cloud creating a shift in consumption habits, customers were asking for simpler and speedier interactions. Palo Alto Networks wanted to bring its award-winning direct-touch experience online.
The Solution
Through the implementation of the Coveo Relevance Cloud across its commercial operations, Palo Alto Networks optimized its infrastructure and created a more unified experience for customers. From any touch point, customers can get what they need to keep using their products successfully. With customers at 97% successful Self-Service, the team decided to look earlier in the customer journey - before they arrived at any Palo Alto Networks digital experience. In the prior 6 months, they received 13M search engine referrals, 92% from Google; 78% of their customers were finding Self-Service knowledge using the Google Chrome browser, many including “Palo Alto Networks” to narrow their search—an unnecessary step. With a “Digital First, Customer Always” approach, they decided to create a Coveo - Google Chrome Extension, creating a natural filter to provide results and solutions curated by Coveo machine learning, and to feed data into ML.
The results
Predictive Recommendations are served up even before customers arrive on Palo Alto Networks digital properties. 40% success rate in downloads of the Chrome extension by its customers. The impacts have been widespread.The company’s record of service innovation has now cascaded into digital, with Palo Alto Networks winning the TSIA 2019 STAR Award for Innovation in Customer Portals. Their use of machine learning is driving superior customer experience, value, and success. In addition, the team has: Enhanced CSAT (Customer Satisfaction), Enhanced NPS (Net Promoter Score), Reduced number of clicks to solutions, Reduced Case Volume of Simple Known Issues, Improved Case Deflection, Increased Self-Service Rate, and Increased Self-Service Unique Users.
Metrics
Palo Alto Networks estimates saving $200 million in less than 2 years with the use of Coveo across its digital touchpoints, including $60 million in direct case deflection.
The Technology
Coveo Relevance Cloud is used across multiple systems, including aggregated analytics from Adobe, Tableau, Google Cloud Studio; CDP, CRM, DXP, etc. With the Google Chrome extention Palo Alto provides proactive content to solve challenges right where the customer searches most.
Disruptive Factor
Palo Alto Networks now interrupts the customer journey with predictive analytics showing them the information they need to be successful, before the customer ever reaches a Palo Alto Networks digital property.
Shining Moment
40% success rate in downloads of the Chrome extension by its customers, and sharing its positive experience with the rest of the Coveo customer base. Palo Alto networks made their google chrome extension available for all Coveo customers on the Chrome Web Store.