The Challenge: Scaling Support in a Growing Organization
Impartner, a global leader in partner relationship management (PRM) serving over 1,000 customers and 10 million users worldwide, has transformed its customer support operations by implementing Embrace AI. Facing rising ticket volumes and knowledge scattered across teams, Impartner needed an AI solution that could integrate seamlessly with Zendesk and deliver immediate value without requiring heavy engineering resources.
Transformative Results
Embrace enabled a 25% reduction in support workload through improved search capabilities and accelerated ticket deflection. New hire and offshore team onboarding improved by 25%, with ramp time decreasing significantly. “Once we rolled out Embrace internally, new hires stopped asking questions altogether. Everything they needed was already surfaced for them,” says Brad Pace, Chief Operating Officer at Impartner.
Beyond Efficiency: A Strategic Partnership
By building a centralized, AI-accessible knowledge hub using Embrace’s analytics and content coverage mapping, Impartner quickly identified gaps and unlocked previously hard-to-access knowledge. “This wasn’t a transactional vendor experience. Embrace acted like a true partner,” notes Dave Ostler, Director of Corporate Training.
Impartner’s success demonstrates that the right AI solution can deliver measurable results quickly; reducing workload, accelerating onboarding, and improving customer experience.
Get the Full Picture
Read the full case study for a detailed look at how Embrace AI eliminated knowledge silos and accelerated team performance.
