Skip to main content
usedby
Search tools, companies

How SAP uses Coveo

€8M

“an €8M reduction in annual cost-to-serve”

As published on coveo.com, October 2025. Captured by usedby on Oct 4, 2026.

What happened

SAP uses Coveo to power AI-driven and generative search across its customer support experiences, including the SAP for Me self-service portal, SAP Concur support, its community and internal knowledge base. The goal is to help customers find answers themselves and avoid submitting support cases.

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

  • 1.6 million“Since launching in 2023, Coveo’s intelligent search has deflected 1.6 million cases, unlocking an 83.5% self-service success rate.”
  • +30%“Within six months, SAP Concur saw a +30% drop in customers submitting cases after self-service search attempts — an €8M reduction in annual cost-to-serve.”
  • 11.2M“With the Coveo platform, SAP simplifies searching across touchpoints like their SAP’s built-in support application, community, customer support, and even internally — across all use cases, a total of 47 sources and 11.2M documents indexed.”

Within six months, SAP Concur saw a +30% drop in customers submitting cases after self-service search attempts — an €8M reduction in annual cost-to-serve.

From the page. coveo.com, captured Oct 4, 2026

We’ve gone from questioning whether third‑party search could even fit at SAP to making [Coveo] a core pillar of our intelligent search strategy,

Michelle Lewis-Miller, Head of Digital Experiences and Voice of Customer for SAP Customer Support, SAP. Source, captured Oct 4, 2026

What the story claims, and what we checked

We compared the story with its live page on Oct 4, 2026.

  • The figure: €8MCheckedPrinted word for word on the page, near the name of SAP.
  • The passage quoted aboveCheckedCopied word for word from the page, near the name of SAP.
  • The publication dateCheckedRead from the page’s own metadata, never guessed.
  • SAP uses CoveoCheckedConfirmed line. Latest check across sources: Oct 4, 2026.
  • The result itselfNot checkedWe quote it; we did not measure it.

Same company, same tool or same industry.

SAP uses SynthesiaAnother tool at SAP29%“Conversion rate from search increased by 29%”Elite Supplements uses Coveo. Another customer of Coveo26%“Search conversion rates increased by 26%”Four Hands uses Coveo. Another customer of Coveo