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

Just seeing the numbers go down — and all we did was add AptEdge — is incredible. Time to close is down, escalations are down, backlog is down. That’s real ROI.

Catharine Coleman / VP Global Support

28%

improvement in resolution time

50%

reduction in customer escalations

25%

smaller case backlog

14K+

global customers

1K+

global partners

100+

countries served

1K+

employees

About

Netwrix helps organizations identify and mitigate cybersecurity, compliance, and data protection risks. With a global customer base spanning more than 14,000 organizations and a presence in over 100 countries, Netwrix delivers unified visibility and control across IT environments.

Challenge

As Netwrix grew through product innovation and acquisitions, its global support organization faced the mounting challenge of scaling efficiently — without adding headcount.

Support engineers managed 18 diverse products, often dealing with aging tickets, inconsistent resolution times, and a growing backlog. The complexity of their support environment risked slowing customer response times and increasing escalation rates.

Catharine Coleman, VP of Global Support, wanted to reverse the trend:

  • Reduce time to resolution and improve consistency across teams.
  • Eliminate redundant effort through AI-driven insights.
  • Empower engineers with instant access to relevant, contextual knowledge.

Most importantly, she aimed to scale operations without expanding the team — protecting margins while maintaining Netwrix’s industry-leading customer satisfaction.

Solution

Netwrix adopted AptEdge, the AI-powered support intelligence platform designed to enhance B2B technical support.

AptEdge integrated seamlessly with Salesforce, analyzing past cases, agent notes, and customer context to:

  • Summarize tickets instantly, including sentiment analysis for quick executive visibility.
  • Surface similar cases, documentation, and solutions automatically — eliminating time-consuming manual support resolution workflows.
  • Provide AI-generated recommendations that enabled engineers to resolve complex cases faster.

Adoption spread rapidly beyond the support team. Customer Success and Product teams began leveraging AptEdge insights to monitor account sentiment and identify systemic issues — turning support data into strategic intelligence.

If I didn’t have AptEdge, I’d need to hire at least eight more support engineers — plus management. That gets costly fast. AptEdge gives me that capacity back.

Catharine Coleman / VP Global Support

Results

Within months of implementation, AptEdge delivered measurable operational and financial impact across the global support organization:

  • 28% improvement in resolution time
  • 50% reduction in customer escalations
  • 25% smaller case backlog
  • 98% CSAT
  • Equivalent of nearly 10 full-time employees (FTEs) in reclaimed capacity

Significant margin gains, with near seven-figure annual savings through improved efficiency and reduced hiring needs

Business Outcomes

The improvements in productivity and scalability directly strengthened Netwrix’s bottom line:

  • Operating margins improved, reducing the need for incremental headcount to support growth.
  • Faster, higher-quality support led to higher renewal rates and upsell opportunities.
  • Customer trust and satisfaction soared, with proactive outreach replacing reactive escalations.
  • Employee satisfaction (ESAT) improved, as engineers spent less time searching and more time solving — leading to lower turnover and stronger team morale.

AptEdge helped transform support from a cost center into a strategic growth enabler for Netwrix.

AptEdge has become part of how we work. It’s saving time, saving money, and helping us grow — without needing to grow headcount.

Catharine Coleman / VP Global Support

The AptEdge Advantage

With AptEdge, Netwrix unified data from Salesforce and internal systems to:

  • Drive faster, smarter resolutions.
  • Deliver executive-ready visibility instantly.

Scale global operations without adding cost or complexity.

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