Red Hat’s customer support portal was originally built on Google Search Appliance. A rapidly growing document corpus was driving licensing costs sky- high. Clickthroughs were rarely over 40%, showing that customers weren’t finding what they needed. Analysts and engineers wanted a system that allowed for more customization but also let them use the platform as a content browsing service.
Red Hat’s pedigree is open source so they wanted to take advantage of open source search technologies. Fusion, Lucidworks’ commercial search solution, is built with the power of Apache Solr, the most widely used open source search platform in the world. Red Hat decided to work with Lucidworks and implement their commercial solution on both the Customer Portal (access.redhat.com) and also for site search on their main website, redhat.com.
Red Hat saved 91% in total licensing costs switching to Lucidworks Fusion. Average daily click-through rate on the customer portal increased by 212%. Customers are able to more frequently self-resolve resulting in 50,000 fewer support tickets.