# How SAP uses Coveo

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

As published on [coveo.com](https://www.coveo.com/en/resources/case-studies/sap-for-me), October 2025. Captured by usedby on 2026-10-04.

- Company: [SAP](https://www.usedby.ai/companies/sap.md)
- Tool: [Coveo](https://www.usedby.ai/tools/coveo.md)
- Industry: [IT Services & System Integration](https://www.usedby.ai/companies/industry/it-services-system-integration.md)
- Teams: Customer Support

## What the story says

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.

> 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.

- **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.”

> 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

## What usedby checked

We compared the story with its live page on 2026-10-04.

- Checked: the figure €8M is printed word for word on the page, near the name of SAP.
- Checked: the passage quoted above is copied word for word from the page, near the name of SAP.
- Checked: the publication date is read from the page’s own metadata, never guessed.
- Checked: SAP uses Coveo. Confirmed line. Latest check across sources: 2026-10-04.
- Not checked: the result itself. We quote it; we did not measure it.

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