900K+ monthly views with knowledge management

NetApp is an intelligent data infrastructure company trusted by 84% of Fortune 500 companies to manage and protect data across on-premise, hybrid cloud, and public cloud environments. As its Customer Success organization grew to include support, professional services, renewals, and cloud teams, knowledge became scattered across separate systems. NetApp set out to bring that knowledge together in one place, and used NiCE Knowledge Management to make it easier to create, trust, and reuse.

netapp logo

>900K

knowledge base views per month

4.6/5

knowledge base CSAT score

25%

increase in article reuse

Customer Story

 

Netapp Story Datendings

 

netappiii

 

Organization

NetApp is an intelligent data infrastructure company. Its portfolio spans unified data storage, integrated data services, and cloud-based operational services, helping organizations manage and protect data wherever it lives.

Fast facts

Industry: Data infrastructure & cloud services
Customers: 84% of Fortune 500 companies
Ticker: NASDAQ: NTAP

Use Case

A centralized knowledge base spanning Customer Success, professional services, renewals, and cloud support, extended with in-house AI tools for authoring, quality review, case audits, search, and feedback management.

Results
● More than 900,000 page views per month, with localized sites adding roughly 100,000 more
● 30% more logged-in users, reflecting growing engagement
● An average of 800 new articles created and 2,500 updated every month
● A 25% increase in article reuse across employees and customers
● 95% of articles now shared externally, up 40% versus before
● Approximately 300 feedback items processed monthly, with a 4.6/5 CSAT score

The challenge

As NetApp's Customer Success organization grew, teams developed their own repositories, permissions, and publishing processes. That gave each group control over its content, but it also created silos: information that could help another employee or customer was hard to find, hard to reuse, and expensive to keep consistent.

Turning existing knowledge into structured articles was its own project. Content held in long Word documents, PDFs, SharePoint, and Confluence had to be manually rewritten to match NetApp's templates and metadata standards. Quality reviews were manual too: coaches auditing closed cases for adherence to knowledge-centered service (KCS) principles could only cover around 20% of cases, leaving standards inconsistently applied and coaching time spent on repetitive checks instead of real improvement. Feedback arrived by email and needed manual triage, contributors with limited platform access couldn't add content directly, and customers troubleshooting complex issues often had to piece together answers across several pages.

NetApp Cognigy Success Story_The Challenge

The solution

NetApp combined NiCE Knowledge Management with tools built by its own knowledge management team, connecting to SharePoint and Confluence so employees could contribute through familiar workflows. Controlled submission processes broadened participation while licensed publishers retained approval authority.

An AI-powered authoring tool converts structured and unstructured material into articles that follow NetApp’s templates, metadata, and publishing standards, reducing manual rework. A second AI tool reviews articles against case notes and standards during authoring, helping authors address gaps before publication. AI also supports process alignment reviews by analyzing closed cases and helping coaches assess whether knowledge was reused, updated, or captured, including self-audits for support engineers.

Employees with limited platform access can submit drafts through an existing CRM template for publisher review. Generative search and adaptive troubleshooting workflows help users find and apply answers faster. 

NetApp Solution

The impact

NetApp's knowledge base is no longer a static archive of support documents. Content creation, quality checks, case reviews, search, feedback, and administration now form one connected improvement cycle: a broader group of contributors can capture new knowledge, standards are checked as content is written, and feedback is resolved in context instead of getting lost in email.

The result is a knowledge base that now receives more than 900,000 page views per month, holds over 45,000 validated articles, and achieves a 4.6 out of 5 customer satisfaction score, with every surveyed customer rating the site good or excellent.

AI-Assisted Authoring

Turns raw documents into publish-ready articles

Automated Case Review

AI-driven audits replace 20% sampling 

Guided Self-Service

Adaptive troubleshooting journeys 

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