# How OSIsoft uses Coveo

**56%**: “the time to resolution also dramatically improved by decreasing 56%”

As published on [coveo.com](https://www.coveo.com/en/resources/case-studies/osisoft), January 2018. Captured by usedby on 2026-10-09.

- Company: [OSIsoft](https://www.usedby.ai/companies/osisoft.md)
- Tool: [Coveo](https://www.usedby.ai/tools/coveo.md)
- Teams: support team

## What the story says

OSIsoft replaced a heavily customized in-house search with Coveo to power self-service search within Salesforce, serving internal users, authenticated customers and the public. Coveo unifies content from multiple sources, personalizes results, and provides analytics to find content gaps.

Summary written by usedby from the source page, in English. The figures are those of Coveo and OSIsoft, not ours.

> Coveo is capable of capturing analytics across the entire customer journey, and not just in Salesforce. OSIsoft was able to identify content gaps and focus on creating the content needed to support all audiences in their preferred channels.

- **85%**: “Click-through Rate increased to 85%”
- **80%**: “Link Rate increased to 80%”
- **1%**: “No-result queries decreased to less than 1%”

## What usedby checked

We compared the story with its live page on 2026-10-09.

- Checked: the figure 56% is printed word for word on the page, near the name of OSIsoft.
- Checked: the passage quoted above is copied word for word from the page, near the name of OSIsoft.
- Checked: the publication date is read from the page’s own metadata, never guessed.
- Checked: OSIsoft uses Coveo. Confirmed line. Latest check across sources: 2026-10-09.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/osisoft-coveo · How we check: https://www.usedby.ai/methodology