Excellent Search for Excellent Service

Google Search Appliance’s search engine helps locate information for clients as part of our support process. As a result, the service is faster and more efficient, which is not only cost effective but also improves the service we provide to our clients.
— Israel Solomon, Director of Global Technical Services, Radware

The Challenge

Radware’s thousands of clients receive full support for the variety of solutions provided by the company. The clients may choose any one of Radware’s several support channels, including telephone support, online support and a wide range of training and qualification programs. In addition, Radware provides their users with access to a knowledge base with over 2,000 Q&A’s to assist in solving different problems. The knowledge base incorporates a search engine which enables users to reach the required relevant information quickly, using search words and terms associated with the problem. This knowledge base previously used an integral data management solution search engine, which did not succeed in providing the most relevant results for users.

Sharon Levin, Radware’s Knowledge Base Manager, says that: “In the past the users had to enter the exact term they wanted to find, and many did not find what they were looking for, especially if the term was too long. I myself have used Google’s regular search engine to find what I was looking for in the knowledge base”.

The Solution

In light of the challenge, Radware decided to go with the best search engine in the world. “We chose the Google Search Appliance solution as an organizational search engine, because the search engine on the CMS system, which is the main platform used for Web, Extranet and the Internet, was not good enough. The initial requirement was to create an immediate improvement of the clients search results in the knowledge base”, said Udi Abramovich, Radware’s Vice President of Global Operations.

“We knew that we needed a comprehensive solution. A search center that would map out all the information and provide an answer for all services that require searches: portals, partnership portal, clients portal and also for internal use when searching for anything – a file or specific information”, added Abramovich.

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Radware is a leading global supplier of Application Delivery solutions and security applications for virtual data centers and on Cloud.

Radware’s solutions enable over 10,000 organizational clients and service provider’s customers worldwide to quickly adapt themselves to market challenges, maintain business continuity and achieve maximum productivity while keeping costs down.

The company’s 800 employees depend on an IT division of 20 employees who handle a variety of applications, among them BI, CRM, ERP and Web.

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Before choosing Google’s search solution, a Proof of Concept was performed in comparison with other solutions. The IT division established a mock project and performed a full examination of the two solutions. At the end of the process Google’s solution was chosen because it was easier to implement and provided more exact results. Google’ solution was also more cost effective.

Radware complement the simple installment and maintenance of the system: “The ‘Google Search Appliance’ already includes installation and configuration so that the implementation process is quick and easy”, says Abramovich, “in comparison to competitors’ solutions, in which a multitude of programs have to be installed on several servers and only then can the search solution be implemented”. Abramovich also indicates that Google’s solution hardly requires any maintenance: “You only have to check that the server is up. At this point there is zero maintenance”.

The implementation of the solution was executed by DoIT, about which Abramovich states: “I have many good things to say about DoIT. We worked with a professional company which provided excellent service throughout the process. This outstanding service continued even after the project, when any of our client managers calls to ask questions about the system. DoIT provide very gracious service”.

“Google Search Appliance’s search engine helps locate information for clients as part of our support process. As a result, the service is faster and more efficient, which is not only cost effective but also improves the service we provide to our clients.”

Israel Solomon, Director of Global Technical Services, Radware

“The search results today are much more focused. It is easier to find answers, and that encourages clients to use the system”, says Sharon Levin. “For example, if the name of a product appears differently in the title and the text of an article, we can update the synonym in the system in order to define the overlap. The system also enables to define which part of the page to search and thus cancel irrelevant results”.

The support team can produce easy to use reports which present the searches performed, what the users found and what they didn’t find. According to these reports the support center can add information to the knowledge base which is increasingly growing.

Israel Solomon, Radware’s Director of Global Technical Services summarizes: “The search engine helps locate information for clients as part of our support process. As a result, the service is faster and more efficient, which is not only cost effective but also improves the service we provide to our clients.”