customer_support · saas · workflow
How Confluent saves 15,000+ hours a month with Glean
As Confluent scaled from 250 to over 2,000 employees, critical knowledge became scattered across 20+ best-of-breed systems, making it hard for employees to find what they needed and slowing down Support, Customer Success, and Sales Engineering teams in particular.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · Employee needs information
Support, Customer Success, and Sales Engineering teams need critical information that is scattered across 20+ systems.
Tools used
GleanSlack · partnerSalesforce · partnerConfluence · partner
Outcome
Glean saved Confluent 15,000+ hours per month across all employees, improved support team satisfaction by 13%, cut ticket investigation time by 5–10 minutes, and achieved more than 70% active employee adoption — with the information sprawl problem described as at least 80% solved.
Results
Time saved15k+
Volume+13%
Grounding & classification
Source type: vendor customer story
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