Trouba, one of the largest US wealth providers with $20B+ revenue and $5T+ AUM, faced fragmented knowledge silos, outdated keyword search, and long CSR ramp times that hurt efficiency and client trust. By adopting Coveo’s intelligent search, they centralized knowledge, applied machine learning, and enabled natural language search. Results included an 11.25% reduction in average handle time, 86% faster search-to-click, and 2.5 days saved in CSR knowledge proficiency. Reps now access consistent, personalized answers quickly, reducing callbacks and transfers. With adoption nearly doubling, Trouba plans to expand Coveo usage, integrate more data, and continue driving efficiency and customer satisfaction.

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