Enterprise Customer Case Study: Everbridge

This case study explores how Everbridge achieved a self-reported 243% in ROI after implementing Ariglad

Meet Everbridge

Everbridge is a major global company with thousands of employees, providing critical event management solutions. The Everbridge Critical Event Management Platform is hardened to provide ‘First Responder Grade’ availability, scalability, and redundancy to lower the risk of service degradation during a critical event response.

Our Challenges

Everbridge has faced several challenges with maintaining an effective Corporate IT, Support knowledge base (KB) and Agent customer support system. As our products and services evolved, we found it increasingly difficult to keep our knowledge base up-to-date, causing a rise in support tickets and customer dissatisfaction.

Key Goals & Obstacles

Keeping Knowledge Bases Updated

To ensure seamless delivery and meet the needs of our internal and external customers, certain gaps were identified that required AI intervention.

Creating New Articles

There were frequent gaps in the knowledge base, as new customer queries were not always promptly addressed with new articles.

Merging Duplicate Articles

Over time, duplicate articles cluttered the knowledge base, making it difficult for customers to find relevant information.

Maintaining Consistent Brand Voice

Ensuring that all articles matched the brand's voice was a challenge, leading to inconsistencies in the customer experience.

‍

The ROI from implementing Ariglad is remarkable, with a 243% return on investment. Beyond the monetary savings, the real value comes from both internal and external customer satisfaction.”

‍

Results

Ariglad has saved significant work hours by achieving a 60% reduction in the time required to write a comprehensive KB article. Typically, writing such an article can take anywhere from 2 to 6 hours. With Ariglad, however, we now average just 20 minutes of human input for article updates and creating new articles from recommended articles from the AI.

Additionally, our KB maintenance time has been reduced by over 70%, allowing our Agent Support and Corporate IT Technical Writing teams to improve their skills and focus on more meaningful projects.

‍

‍Return on investment

KB maintenance has been reduced 60%-70%

Ariglad has cut KB article writing time by 60%, reducing the process from 2–6 hours to just 20 minutes of human input for updates and AI-recommended articles. KB maintenance time is down over 70%, enabling Agent Support and Corporate IT Technical Writing teams to focus on higher-value projects.

Ariglad Delivers 243% ROI

Ariglad delivers a 243% ROI, not just in cost savings but in enhanced satisfaction. Internal teams save time for higher-value work, improving productivity and job satisfaction. Externally, customers get accurate, up-to-date support, boosting satisfaction and loyalty.

‍

AI chatbot boost

By keeping our CorpIT KB up to date, Ariglad is helping our internal AI chatbot to deliver answers in a meaningful and automated way, enhancing our overall support capabilities.

‍

“I am highly impressed with Ariglad. Their team's collaborative effort and immediate response to our requests for new features, assistance, or bug reports have been exceptional. Ariglad's dedication to customer satisfaction truly sets them apart.“ - Lori Rainery, Sr. Director of Enterprise Technology Services/Enterprise AI

‍

The Summary:

Everbridge's Challenge: Difficult to keep knowledge base (KB) up to date, resulting in rising support ticket numbers and customer dissatisfaction

Goals Everbridge wanted to achieve with Ariglad:

• Ensure KB Articles Are Kept Up-To-Date
• Merging Duplicate Articles
• Maintain Brand Voice

Results:

• Time spent creating KB articles reduced by 60%
• KB maintenance time has been reduced by 70% since implementing Ariglad

Return on Investment:

243% ROI has been achieved through significant time savings.

‍