Why Intelligent Search is the Cornerstone of Modern Digital Experience & Revenue Growth

In today’s digital-first landscape, users demand instant, intuitive, and intelligent answers. A subpar search experience is not merely an inconvenience—it’s a direct revenue leak. Studies show that 75% of users will abandon a site after three unsuccessful searches, and 43% go directly to a competitor after a poor onsite search experience. Coveo’s AI-driven Relevance Cloud transcends traditional search to become a unified relevance engine that understands intent, learns from interactions, and delivers hyper-personalized results across websites, help centers, and internal systems.

The High Cost of Ineffective Search & Poor Discovery:

• E-commerce Revenue Loss: Forrester reports that poor product discovery can cost large retailers over $100M annually in lost sales. Generic search that fails to understand synonyms, attributes, or intent leaves high-margin products buried.

• Inflated Customer Support Costs: Gartner finds that deflecting just one case via self-service can save $8-15. Inefficient knowledge base search drives repetitive, expensive support contacts, with average B2B support case costs exceeding $200.

• Decreased Employee Productivity: IDC reports that knowledge workers waste 2.5 hours per day searching for information. Siloed, irrelevant internal search cripples innovation and operational efficiency.

• Missed Personalization Opportunities: Without a unified relevance profile bridging web, commerce, and service interactions, personalization remains superficial, leaving significant customer lifetime value (LTV) uplift unrealized.

The Nextbrick Advantage: Coveo Excellence from Strategy to Sustained Value

We go beyond platform implementation to become your strategic relevance engineering partner. We ensure your Coveo investment is optimized to deliver:

• Measurable Revenue & Efficiency Impact: Connect Coveo metrics directly to business KPIs—incremental revenue from search, support case deflection rates, employee productivity gains—with clear attribution and reporting.

• AI-Relevance Engine Tuning & Optimization: Move beyond out-of-the-box ML models. We conduct continuous relevance tuning, A/B testing of ranking models, and query intent analysis to ensure the Coveo Relevance Cloud learns and adapts to your unique domain, jargon, and user behavior.

• Unified, Omnichannel Relevance: Architect and implement a single Coveo organization that seamlessly unifies Web, Service, and Workplace search, creating a cohesive 360-degree user profile that powers consistent personalization across all channels.

• Enterprise-Grade Performance & Operations: Guarantee sub-100ms search response times at scale with optimized architecture. Our 24/7 Coveo managed services provide proactive monitoring, health checks, and expert support, transforming your search platform from a potential point of failure into a reliable growth engine.

Comprehensive Coveo Consulting & Managed Services

Our full-spectrum services are designed by Coveo-certified architects and data scientists to maximize platform adoption, performance, and business ROI.

1. Coveo Strategy & Business Case Development

We quantify the opportunity. Through stakeholder workshops and data analysis, we identify high-impact use cases, build a detailed ROI model (factoring in revenue lift, support cost savings, productivity gains), and create a phased implementation roadmap with clear success metrics aligned to executive goals.

2. Coveo Implementation & Platform Architecture

We build robust, scalable foundations. This includes Coveo Cloud organization design, source architecture for critical systems (e.g., Salesforce, ServiceNow, SAP, CommerceTools), security model configuration (SSO, permission models), and custom component development (using Atomic, Headless, or UI Framework) to match your exact UX requirements.

3. AI Relevance Tuning & Machine Learning Optimization

This is where true value is unlocked. Our data scientists work on: Continuous relevance tuning via the Coveo Administration Console and custom algorithms, query pipeline optimization (thesaurus, stop words, stemming), ranking weight tuning for business rules, and A/B testing framework setup to systematically improve click-through and conversion rates over time.

4. Unified Omnichannel Implementation

Break down channel silos. We design and implement a unified index spanning web, commerce, service, and internal content. This includes building unified user profiles, implementing behavioral tracking across platforms, and ensuring consistent relevance and personalization whether a user is on your website, in your community, or using your employee portal.

5. 24/7 Coveo Managed Services & Proactive Support

Ensure peak performance and uptime. Our managed service includes: 24/7/365 platform monitoring (indexing status, query latency, ML model health), proactive alerting and resolution, regular health and usage reports, patch and upgrade management, and on-demand support from Senior Coveo Engineers, ensuring your team can focus on innovation, not operations.

6. Coveo for Commerce (Product Discovery) Implementation

Transform product search into a revenue center. We implement merchandising rules, strategic promotions, and dynamic banners. We optimize for product findability with semantic search and faceted navigation, and build personalized recommendations (trending, viewed/viewed, bought/bought) that significantly increase average order value (AOV) and conversion rates.

7. Coveo for Service (Case Deflection) Implementation

Drastically reduce support costs. We build intelligent, guided help centers and community search. This includes knowledge base optimization, self-service defection analytics, case classification and deflection workflows, and integration with your CRM (Salesforce, Dynamics) or Service Desk to create seamless assisted-service experiences.

8. Coveo for Workplace (Internal Search) Implementation

Boost employee productivity and knowledge sharing. We deploy Coveo to search across SharePoint, Confluence, Google Drive, ERP, CRM, and legacy systems. We implement security trimming, people search, and expertise location, turning fragmented information into a findable, actionable corporate asset.

9. Coveo Analytics, Insights & ROI Reporting

Turn data into action. We configure the Coveo Usage Analytics (CUA) console for your needs, build custom dashboards in Power BI or Tableau, and establish regular business review cadences to report on key metrics: Query-to-Order ratio, Zero-Result Rates, Deflection Rates, and Search-Driven Revenue.

10. Coveo Migration & Replatforming Services

Execute seamless transitions. We migrate from legacy search platforms (Elasticsearch, Solr, Google Search Appliance, Adobe Search & Promote) or older Coveo implementations (v7, v8) to the latest Coveo Cloud platform with zero disruption, preserving search analytics and relevance history where possible.

Enterprise Outcomes & Quantifiable ROI

For E-commerce & Digital Revenue Leaders:

• Increase Search-Driven Revenue: Achieve 15-40% higher conversion rates from search users vs. non-search users. Lift average order value (AOV) by 20-35% through intelligent merchandising and recommendations.

• Reduce Product Discovery Friction: Slash zero-result search rates by over 60% and decrease search abandonment by 50%+, directly recovering lost sales.

• Optimize Merchandising Agility: Launch and test promotions, banners, and boosting rules in hours, not weeks, responding instantly to market trends.

For Customer Service & Support Leaders:

• Deflect Support Cases at Scale: Achieve deflection rates of 30-50% for Tier 1 inquiries through intelligent self-service, saving millions annually in support costs.

• Improve Agent Efficiency: Reduce average handle time (AHT) by 20-30% by providing agents with unified, relevant case and knowledge suggestions within their CRM.

• Enhance Knowledge Base ROI: Increase KB article utilization by 5-10x through superior findability, maximizing the value of existing content investments.

For Intranet & Digital Workplace Leaders:

• Boost Employee Productivity: Reduce the time employees spend searching for information by 50-70%, reclaiming thousands of productive hours annually.

• Accelerate Onboarding & Expertise Location: Cut new hire ramp-up time by providing immediate access to relevant people and content.

• Improve Knowledge Retention: Mitigate “tribal knowledge” risk by making institutional expertise easily discoverable across systems.

For Technology & Operations Leaders:

• Reduce Total Cost of Search Ownership: Consolidate multiple point search solutions (website, KB, intranet) onto a single, unified Coveo platform, reducing licensing, development, and maintenance costs by 25-40%.

• Ensure Enterprise Scalability & Uptime: Guarantee 99.95%+ platform availability and consistent sub-second performance, even during peak traffic events like product launches or crisis communications.

• Future-Proof with AI: Build on a platform with integrated, explainable AI that continuously learns, avoiding the cost and complexity of building and maintaining custom ML models.

Our Proven Coveo Implementation Methodology: The Relevance Engine Framework

Phase 1: Discovery & Relevance Design (2-3 Weeks)

• Stakeholder Alignment & Use Case Prioritization

• Source System Analysis & Content Audit

• Key Metric Definition (Q2O, Deflection Rate, etc.)

• Information Architecture & Relevance Blueprint

Phase 2: Architecture & Implementation (4-10 Weeks)

• Coveo Cloud Organization & Source Configuration

• Security & Permission Model Implementation

• Custom UI/UX Component Development & Theming

• Initial Indexing & Basic Relevance Tuning

Phase 3: Relevance Tuning & Optimization (Ongoing)

• Query Pipeline Configuration (Synonyms, Stop Words, Stemming)

• Ranking Model Tuning & A/B Testing

• ML Model Training & Validation

• Merchandising & Business Rule Implementation

Phase 4: Launch, Adoption & Analytics (2-3 Weeks)

• Phased Go-Live & User Acceptance Testing (UAT)

• User Training & Change Management

• Analytics Dashboard Configuration & KPI Baselining

• Handoff to Managed Services & Support

Phase 5: Continuous Improvement (Ongoing)

• Weekly/Monthly Performance & Business Reviews

• Ongoing Relevance Tuning Based on Usage Analytics

• Roadmap Planning for New Sources & Features

• Platform Health Monitoring & Proactive Optimization

Deep Coveo Ecosystem & Integration Expertise

Core Coveo Platform Mastery:

• Coveo Cloud: Full platform administration, organization management, index configuration.

• Coveo AI: Relevance Tuning, Machine Learning models, Predictive Analytics, Query Suggestions.

• Coveo UI: Atomic design system, Headless libraries (React, Angular), JavaScript Search Framework.

Primary Source & System Integrations:

• CRM & Service Cloud: Salesforce (Knowledge, Cases, Objects), ServiceNow, Microsoft Dynamics 365.

• Commerce Platforms: Salesforce B2B/B2C Commerce, Shopify Plus, Commercetools, SAP Hybris, Magento.

• Content & Collaboration: SharePoint Online/On-prem, Sitecore, Adobe Experience Manager, WordPress, Confluence.

• Databases & Legacy Systems: SQL, Oracle, custom REST APIs, mainframe connectors.

Advanced Analytics & Data Pipeline:

• Coveo Usage Analytics (CUA): Advanced dashboard creation, custom event tracking, funnel analysis.

• BI Integrations: Power BI, Tableau, Looker data connectors and dashboard development.

• CDP & Marketing Analytics: Integration with Adobe Analytics, Google Analytics 4, Segment, mParticle.

Security & Compliance:

• Authentication: SAML 2.0 (Okta, Azure AD, Ping), OAuth 2.0 implementations.

• Security Filtering: Document-level permission syncing from source systems.

• Data Privacy: GDPR, CCPA compliance implementations for search data.

Evidence of Impact: Coveo Success Stories

Global B2B Industrial Supplier

Challenge: Complex, technical product catalog with 500,000+ SKUs; website search had a 40% zero-result rate, forcing customers to call sales for product identification, stalling online revenue growth.
Solution: Implemented Coveo for Commerce with AI-driven semantic search. Configured extensive product synonyms and technical attribute search, implemented guided faceted navigation, and integrated with ERP for real-time inventory/pricing.
Quantifiable Results (12 Months Post-Launch):

• Zero-result rate reduced from 40% to 8%.

• Revenue from search users increased by 185%.

• Online conversion rate increased by 32%.

• Sales calls for product identification dropped by 65%, freeing sales for high-value tasks.

Enterprise Software Company (SaaS)

Challenge: Fragmented customer support across community forums, KB, and help desk. High ticket volume for repetitive issues, slow agent time-to-resolution, and declining customer satisfaction (CSAT) scores.
Solution: Deployed a unified Coveo for Service platform across their help center and community. Implemented case deflection analytics, unified user profiles linking community activity with support tickets, and integrated Coveo suggestions directly into the Salesforce Service Cloud console.
Quantifiable Results:

• Achieved a 42% case deflection rate through improved self-service.

• Reduced average handle time (AHT) by 25% for assisted cases.

• Improved CSAT scores by 15 points.

• Realized $2.1M in annual support cost savings.

International Financial Services Firm

Challenge: Employees struggled to find compliance documents, client information, and internal process guides across dozens of secured repositories (SharePoint, network drives, legacy databases), leading to compliance risks and operational delays.
Solution: Implemented Coveo for Workplace with strict security filtering. Created a unified index spanning all key systems and built a custom, secure intranet search interface with people search and expertise location.
Quantifiable Results:

• Reduced average time to find internal information from 12 minutes to under 90 seconds.

• Improved compliance audit readiness with full audit trails on document access.

• Enabled successful hybrid work model by making institutional knowledge seamlessly accessible.

Critical Questions for Enterprise Leaders Evaluating Coveo & Partners

1. How does Coveo’s AI and relevance differ from open-source search (Elasticsearch) or other SaaS platforms?

Coveo is a Unified Relevance Platform, not just a search engine. While Elasticsearch provides powerful indexing/querying, Coveo adds a pre-built, trainable AI layer that automatically learns from user behavior to rank results. Unlike point solutions, it unifies insights across web, service, and workplace, building a comprehensive user profile. This drives continuous, automated relevance improvements without constant manual tuning, delivering faster time-to-value and higher ultimate ROI.

2. What is the typical implementation timeline and what drives cost?

A focused implementation (e.g., Coveo for Website) typically takes 8-12 weeks. A comprehensive, multi-channel rollout can take 4-6 months. Costs are driven by: 1) Number and complexity of sources, 2) Level of UI customization (Atomic vs. Headless vs. full custom), and 3) Depth of AI/Relevance tuning services. We provide detailed, fixed-price proposals after a discovery phase. A typical mid-market implementation ranges from $150K – $300K, with clear ROI often achieved in 6-12 months.

3. What does your 24/7 Coveo Managed Service include?

Our service is designed for operational peace of mind. It includes: 24/7 platform health monitoring & alerting, proactive performance optimization, monthly relevance tuning reviews, backup verification, patch/upgrade management, and unlimited support tickets with SLAs (P1: <15 min response). We also provide quarterly business reviews detailing ROI metrics like Query-to-Order and Deflection Rates. Pricing is typically a monthly retainer based on platform complexity.

4. How do you measure and prove the ROI of a Coveo investment?

We establish a measurement framework during discovery. Key metrics include:

• Commerce: Query-to-Order (Q2O) Rate, Search Conversion Rate, Average Order Value from Search.

• Service: Deflection Rate, Percent of Cases Resolved with KB, Agent Handle Time.

• Workplace: Search Success Rate, Time-to-Information.
  We instrument Coveo Usage Analytics (CUA) and often integrate with your BI tools to create executive dashboards that directly tie search activity to revenue and cost savings.

5. We have complex security requirements (row-level, document-level). Can Coveo handle this?

Absolutely. This is a core Coveo strength. Through Security Providers, Coveo synchronizes permissions from source systems (like SharePoint, Salesforce, custom databases). The index stores permission data, and the query engine filters results in real-time for each user. We have implemented this for highly regulated industries (finance, healthcare), ensuring users only see what they are authorized to see, with full audit trails.

6. Should we use Coveo’s out-of-the-box UI (Atomic) or build a custom headless interface?

Atomic is fastest to implement and great for standard use cases (website search, help center). Headless (React, Angular libraries) offers more design flexibility while maintaining upgradeability. Fully custom UI (using JavaScript Search Framework) is for unique, branded experiences but requires more maintenance. We guide this decision based on your design requirements, in-house skills, and need for agility. Most enterprises choose a hybrid approach.

7. How do you handle ongoing relevance tuning after go-live?

Relevance tuning is never “done.” Our managed service includes ongoing tuning as a core component. We:

1. Monitor search analytics weekly (zero-results, low-click queries).

2. Analyze search terms and user behavior to identify patterns.

3. Implement changes (synonyms, ranking adjustments, thesaurus rules).

4. Validate through A/B testing or pre/post metrics.
   This continuous cycle, managed by our experts, ensures your Coveo platform gets smarter and more valuable over time.

Begin Your Journey to Search & Relevance Excellence

Stop letting poor search erode revenue, inflate costs, and frustrate users. Partner with the foremost experts in AI-driven relevance and the Coveo platform.

Request a Free Coveo Search & Relevance Assessment
Includes analysis of your current search performance, identification of high-impact opportunities, and a preliminary ROI estimate.

Contact Our Search & Relevance Practice
Email: shrey@nextbrick.com | Phone: +1-408-4090-256

Transform your digital experiences from frustrating to frictionless with expert Coveo consulting, implementation, and managed services. Nextbrick Coveo Consulting | Coveo Implementation Services | AI Relevance Tuning | 24/7 Coveo Managed Support | Coveo for Commerce & Service | Unified Search Platform