How Boomi Saved 7-Figure Support Costs, Boosting Margins in 12 Months with AptEdge AI

How Boomi Saved 7-Figure Support Costs, Boosting Margins in 12 Months with AptEdge AI

AptEdge is transforming how we work — it’s like having an always-on support engineer that enhances our team’s speed, precision, and capacity to solve problems. The difference it’s making is remarkable.

Tom Saraceni / Senior Director, Product Support

15%

Fewer Escalations and Churn Risk

20%+

Reduction in Complex Ticket Resolution Time

90%+

CSAT, Driving NRR Growth

23K+

global customers

800+

global partners

250k+

community members

2,500+

employees

About

Boomi, the leader in AI-driven automation, helps more than 25,000 customers worldwide connect everything, automate processes, and accelerate outcomes. With rapid growth, a vast product ecosystem, and support engineers operating across multiple time zones, Boomi’s customer support team faced increasing pressure to deliver fast, accurate resolutions—without scaling costs or complexity.

To address this, Boomi partnered with AptEdge  to unify knowledge, automate support workflows,  and accelerate customer resolutions using AI.

Challenge

Boomi’s support engineers needed information stored across dozens of systems—Salesforce, Confluence, Jira, Slack, internal docs, and more. The constant context-switching slowed down resolutions, added training overhead, and made it hard to maintain a consistent support experience at scale. 

Tom Saraceni, Head of Product Support at Boomi, explained:

“Our engineers were spending far too much time jumping between tools just to find the information they needed. That led to longer resolution times and inconsistent experiences for customers.”

Boomi’s onboarding process was also time-intensive, requiring new hires to learn the nuances of all systems involved in resolving a case. With customer expectations rising, and support volume growing, they needed a way to do more.

Solution

Boomi implemented AptEdge as an embedded AI assistant within Salesforce and web-based tools, integrating all their knowledge sources and automating support workflows across teams.

AptEdge delivered value across multiple layers of the support experience:

Unified Knowledge: Support Engineers could now find everything for every prior issue—from KBs to past tickets to Slack threads—in one place
AI-Powered Insights & Sentiment: AptEdge provided context-rich ticket summaries and additional insights, helping agents quickly understand and prioritize cases
Resolution AI: Surfaced step-by-step, context-specific resolutions guidance instantly, even pulling buried insights from years-old content
Knowledge Creation: Drafted knowledge articles in seconds—not days—enabling faster adoption of KCS practices
In-Product Support: Empowered customers with embedded guidance inside the Boomi product interface, reducing tickets and improving satisfaction.

Impact

Increased Efficiency

Through AptEdge’s AI-powered automation, Boomi has unlocked over $1 million in annualized efficiency gains — the equivalent of 10+ FTEs — by streamlining support operations as customer volume continues to grow. This has enabled the team to scale seamlessly, improve margins, and realize additional operational benefits without compromising quality or responsiveness.

15% Fewer Escalations and Churn Risk

Sentiment tracking and automated summaries helped leaders proactively prevent customer escalations before they erupted.

20%+ Reduction in Complex Ticket Resolution Time

By eliminating context switching and surfacing relevant insights instantly, engineers resolved even the most complex cases faster.

67% Faster Time to Productivity

New hires reached productivity in under 2 months instead of 6—a 67% reduction in onboarding time.

400% Faster Knowledge Creation

Article drafting time dropped from 1–2 days to under 4 hours, even for the most technical documents, powering Boomi’s KCS goals and capturing institutional knowledge.

Mid-90s CSAT

CSAT rose by 2-5 points month over month, consistently hitting over 90%, leading to improvements in Boomi’s NRR (Net Dollar Retention).

Real Cost Savings

AptEdge enabled Boomi to reduce operational costs by handling more support volume without investing in more resources—driving a direct impact on margins and ROI.

Strategic Alignment

Boomi sees AptEdge as a critical partner in its long-term AI and digital transformation strategy. AptEdge helps uncover customer friction points, reduce support overhead, and inform cross-functional teams—from product to engineering—with structured feedback from real customer interactions.

Our vision: Go ticketless

Guide users, troubleshoot issues, and provide answers right where they need them—in your product, in their moment of need. Friction-free product support.

See seamless support