How a FinTech company solved fragmented knowledge management and drove an agent-led transformation with Glean
Business Outcomes Driven
- Increased operational capacity without adding headcount: handled an 8% increase in new customer logos without additional hires
- Increased customer satisfaction
- Cost Savings: Eliminated a $200K annual marketing contract
- Decrease in MTTR: support ticket resolution times dropped 23%
Introduction
This financial services technology company is a leading cloud-based digital banking solutions provider for financial institutions in the US. It provides a unified, cloud‑based digital sales and service platform for banks and credit unions.
Before Glean
Before adopting Glean, the organization’s teams faced disconnected information. Critical documentation lived in more than six different systems—including Slack, Jira, email, Google Drive, and Confluence. Meanwhile, teams in every department needed answers—sales queries on products, client services teams seeking project statuses, and support teams triaging tickets. Employees spent over an hour a day just hunting for accurate information. The company needed a solution that could sit on top of existing tools, respect permissions, and immediately make scattered, cross-system knowledge usable.
Beyond optimizing search, the company sought a step‑change in how the company operated. Leadership wanted frontline teams to resolve customer queries faster to deliver compelling customer experiences. But they also envisioned an AI‑native organization—one that moves with speed across every part of the business—from Support and Customer Experience, to Engineering, Marketing, and Legal teams.
To centralize knowledge and leapfrog the organization into agentic AI, they turned to Glean.
Launching Glean
Fast rollout, rapid adoption
The VP of Customer Experience for their Customer Experience Group (CXG) led the year-long search for an AI‑powered knowledge layer. While most vendors could deliver fast indexing and keyword search, they lacked both a deep understanding of the company’s environment and the agentic capabilities they needed. “We did a lot of POCs of multiple vendors, and Glean was the clear winner,” recalls the VP.
Implementation moved quickly, and an enthusiastic employee response nearly doubled the Glean license count within two weeks. The VP and his team then built a multi-stage enablement strategy.
Thirty volunteer early-adopters received advance access, provided feedback, and acted as AI champions within their groups. CXG then gamified adoption through a training-focused scavenger hunt and "AI win of the week" celebrations. A hackathon with structured checkpoints and prize money led to custom, ready-to-use Glean actions and data connectors built by employees themselves.
CXG’s customized training showed different roles—support, services, sales, legal—how to use Glean for immediate impact in their daily work. By presenting teams with better ways to work, they watched adoption skyrocket.
導入後
Search brings immediate gains
Glean gave employees instant access to previously hard-to-find information and provided accurate next-step recommendations across dozens of vendor integrations and APIs. For Support teams, the impact was immediate: ticket resolution times dropped 23%. “Locating the right answer and having confidence in that answer—that has been the most significant savings and probably the most significant use case across the entire company,” said the VP of Customer Experience.
Agents unlock transformation
Though they first deployed Glean to solve their knowledge management problem, they also had more than 150 agentic AI use cases they wanted to explore.
Today, Glean users across departments experiment, iterate, and succeed with AI at scale:
Uses Glean recommendations to automatically suggest resolution to 100% of their >650 average weekly tickets . By leveraging Glean, the team now handles an 8% increase in new customer logos without needing additional headcount.
Maintains hundreds of runbooks and project templates, many of them years old. They used Glean agents to rewrite 90% of existing content and now plan to refresh 75% of their documentation every 90 days, eliminating the need for a dedicated full-time hire and removing significant operational risk.
Put Glean to work for context-aware content generation so effectively that the company was able to terminate an annual consulting contract that cost $200,000.
Created a Glean agent for the Product team that now handles 80% of the work creating technical documentation for new features.
Staff employ almost every out-of-the-box Glean Agent to quickly retrieve information and customize pitches.
Teams are able to identify errors and begin issue resolution in minutes – a critical process with direct revenue impact that once could require half a day to dig into.
Teams use Glean for proactive risk reviews, sifting through thousands of potential topics to prioritize workflows.
Teams even use Glean to extend Glean itself, building multiple data connectors and actions just from Glean’s own output. “My team does not customize the code. We use Glean to self-write enhancements to Glean,” said a VP.
Driving Success with AI Tools
The organization democratized AI development across the organization as a key part of its strategy. In allowing everyone to create Agents, and providing the necessary enablement company-wide, they saw employees even in non-technical roles creating widely used Agents.
The measured time savings across the company tells a story of compounding productivity gains. For the Client Services organization, which first adopted Glean, 1.9 hours saved per user per day translates to nearly 10 hours reclaimed weekly—time previously lost searching across fragmented systems, waiting for answers, or navigating outdated documentation.
Across the rest of the company, 1.2 hours saved daily per Glean user adds up to thousands of recovered hours monthly that teams now redirect toward strategic work, client engagement, and innovation rather than information hunting.
"Glean has almost unimaginably impacted our ability to move with speed,” said a VP. Beyond the quantifiable metrics, the VP praised the vendor relationship itself: "The partnership with Glean is at a level we do not see with vendors—ever."
Explore more customer stories
成果を生み出すWork AI
