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Cvent, Inc. is a privately held software-as-a-service company that specializes in meetings, events, and hospitality management technology. The company offers web-based software for meeting site selection, online event registration, event management, email marketing, and web surveys.

Employees
Avg monthly questions processed by Obie
Avg monthly tickets created through Obie

Challenge

  • In March 2020 Cvent (like most of the world) had to shift 4000+ employees from their global physical offices to a remote work environment. A new challenge for the internal support team.
  • As a larger organization, the IT department at Cvent closes over 6,000 tickets per month and is also responsible for answering thousands of questions from internal employees.
  • Like most companies, questions and issues get raised in Slack. This causes a constant feed and bottleneck of requests, repetitive questions and redundant issues to solve.
  • There is no streamlined way to provide seamless, consistent and fast support.

Solution

  • With Obie, Cvent was able to create a searchable, intelligent, single source of truth for wiki articles and support documentation almost instantly.
  • When documented knowledge isn’t sufficient enough to automatically resolve an issue, Obie helps by creating a Jira Service Desk ticket directly from within Slack.
  • Utilizing Obie analytics gives Cvent actionable insights into what new documentation to create and where existing knowledge gaps live.
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91%

Adoption rate of Cvent employees using Obie

$200,000+/year

Amount saved from ticket deflection

"Obie has been a great addition to our team. Obie has helped prevent tickets from happening in the first place by providing instant answers. Our engineers also love it because of its slick integration with Slack and Jira Service Desk. This has contributed to overall better user experience and customer satisfaction."

Mohammed Dajani,
Senior IT Manager - Cvent

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A global pandemic forcing a massive shift in how we work

On March 13, 2020 Cvent made the official announcement to shift 4000+ of their colleagues to a work from home environment. It became apparent that the internal support team at Cvent was about to take on more work than they had bandwidth for.

Here is a snapshot of Obie usage in the 2 weeks prior to wfh (March 1- 12):

173

Tickets created with Obie

748

Questions processed by Obie

38

Number of results shared from Obie Suggest

And 2 weeks after the wfh policy was placed into effect:

748 (+332%)

Tickets created with Obie

1,964 (+163%)

Questions processed by Obie

64 (+68%)

Number of results shared from Obie Suggest

“Obie has been able to offer a tremendous amount of assistance with our company moving over 4,000 employees from in-office environment to a work from home lifestyle. With many of our employees never taking the opportunity to evaluate their needs from a work from home lifestyle. Obie made it very simple to share Confluence articles that guided users on best practices and procedures for working from home, as well as helping our IT team generate Jira Service Desk tickets to track users request and monitor traffic flow.”

Tyler Copeland,
Service Desk Engineer - Cvent

Obie learns the more he’s used

Despite being very easy to get started with Obie; leveraging out-of-the-box knowledge integrations, simple content management tools and the most robust Slack integration on the market, Obie actually becomes more effective the more questions and interactions he processes.

In the two weeks after the wfh policy began at Cvent, positive interaction logged through Obie increased (+6%) and the number of results automatically shared from Obie Suggest increased (+68%). The percentage of issues Obie is able to automatically resolve also increased to (~33%)..

In addition, the internal support team at Cvent was able to utilize insights discovered by Obie to create new wiki articles within Confluence and identify high volume repeat issues during the shift.

The increase in usage accelerated the efficacy of how Obie works with the employees at Cvent.

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Sound like a fit?

Obie is built for growing teams and organizations. We have a variety of plans to fit your organization as you scale.

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Thank you for your interest!

Over the last few years, thousands of teams and organizations have used Obie to make their knowledge more accessible. What we've learnt, at least for now, is that Obie provides the most value for companies that have 50 or more employees.

Often times, we find that smaller teams within these organizations (50+), have a need for Obie. If this is you, please email sales@obie.ai to learn about the different ways you can try Obie.

Dmitriy Product Development Engineer at Veeva
Extremely helpful and precise - Obie is fast, reliable, easily extendable and easy to understand.
Larry Account Manager at Podium
I like that I can use Obie through Slack to find answers to my questions. I'm on a sales team so it is the easiest way for me to find a quick answer. I don't have to stop my call to ask someone a question, I can simply type it in to Slack and get an answer through Obie.
Sarah Client Success Manager at Podium
I love the quick access to information and not having to wait for a human to respond!
Louise Engineer at RaisingIT
The Slack integration is great for being able to ping back a quick response to someone asking a question. It has taken a lot of burden off our team as we used to get many repeated questions, and the ability for people to ask Obie for the answers directly has greatly reduced the number of questions we receive.