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

We’re doing more work with less humans. That’s huge. AptEdge is essentially another support engineer—one that never takes a break.

Tom Saraceni / Senior Director, Product Support

15%

Fewer Escalations and Churn Risk

20%+

Reduction in Complex Ticket Resolution Time

400%

Faster Knowledge Creation

23K+

global customers

800+

global partners

250k+

community members

2,500+

employees

About

Boomi, a leader in intelligent integration and automation, supports thousands of customers around the globe with mission-critical data pipelines and applications. 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—without simply adding more people.

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 Without Headcount

Boomi has already saved the equivalent of 10+ FTEs, an annualized savings of >$1 million based on fully-loaded cost per year, through AptEdge’s AI automation and efficiencies—keeping their headcount flat even as their customer base and support volume has grown. This has also led to driving a higher margin as well as several other gains.

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 our NRR (Net Dollar Retention).

Real Cost Savings

AptEdge enabled Boomi to reduce operational costs by handling more support volume with fewer 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