How Model N Unlocked a 47% Increase in Customer Support Productivity with GoSearch

As enterprise SaaS advances, support teams are expected to respond in real time, minimize ticket backlogs, and consistently deliver high-quality service. For Model N, a leader in revenue management solutions for the highly regulated life sciences and tech industries, meeting these expectations meant rethinking how their support organization accessed knowledge.

Search Struggles and Fragmented Knowledge

Model N’s global customer support team manages inquiries from the world’s largest pharmaceutical, medtech and high-tech manufacturing companies. With stringent SLA requirements, the team couldn’t afford delays caused by having multiple systems of record. Knowledge was scattered across SharePoint, Confluence, Jira, and historical tickets, leading to inefficient searches, redundant efforts, and inconsistent ticket resolution quality.

“I’m always looking for ways to improve team performance and efficiency. Before GoSearch, we had knowledge, resources, and data in too many places. People were spending too much time searching.” 

—Vernon Clemons, VP of Global Customer Support at Model N

An Innovative Approach to Enterprise Search

After evaluating multiple vendors, Vernon Clemons, VP of Global Customer Support, knew that solving the search problem would involve AI. Still, it had to be secure, intuitive, and fast to implement. After a rigorous proof of concept (POC) comparing multiple vendors, GoSearch quickly emerged as the right solution.

Why GoSearch Was the Perfect Fit:

• Strong AI capabilities with personalized agents tailored to their support needs
• Rapid implementation and fast time to value with minimal disruption
• Enterprise-grade security to support strict pharma compliance and IT governance
• Responsive partnership with ongoing support and collaboration

“GoSearch wasn’t just a vendor; they were in the trenches with us. It felt like a true partnership.”

—Vernon Clemons, VP of Global Customer Support at Model N

From Scattered Systems to Streamlined Support

Model N rolled out GoSearch to their nearly 100-person customer support team with custom agents trained on Model N’s documentation, knowledge base, and ticket history. Within 3 months, they realized transformational results:

• ✅  47% increase in support team productivity
• 💰 $397k in realized internal cost savings (productivity)
• ⏱️  49% reduction in ticket backlog
• 📊  80%+ daily user adoption in first 3 months (and growing)
• 👍 75% positive usage score by the support team (4 or 5 rating)

Thanks to GoSearch’s robust access controls, connector permissions, and enterprise-aligned compliance posture, Model N easily passed its internal security reviews.

“We tracked success from day one. When the results came in, it was clear we made the right choice.”

—Vernon Clemons, VP of Global Customer Support at Model N

GoSearch is gaining enthusiasm across the organization, and Model N plans to expand its use to all departments.

Empowering Teams, Not Replacing Them

Vernon addressed one misconception: AI doesn’t replace employees – it gives them time to focus on higher-value work.

“With our 47% productivity improvement, our team can spend more time doing proactive work. People aren’t bogged down searching—they’re focused on high-impact tasks.”

—Vernon Clemons, VP of Global Customer Support at Model N

Support reps now use GoSearch to quickly find past ticket resolutions, relevant documentation, and subject matter experts—all from a single search interface. This shift improved speed and increased first-contact resolution rates and employee confidence.

To maximize relevance and impact, Model N built four custom AI agents aligned to their major product lines: 

• Government Pricing
• Revenue Cloud
• Channel Management
• Global Pricing

Each agent is trained on product-specific documentation and historical tickets, allowing support reps to get faster, more accurate answers based on the context of their role and customer issues.

Since then, GoSearch has expanded beyond support, with other departments like HR, legal, finance, and recruiting now exploring its potential to streamline operations and centralize access to internal knowledge.

Critical Success Factors

Vernon credits the success of the rollout to these key factors:

• Executive buy-in and clear goals that aligned the initiative with broader business outcomes
• Training GoSearch like a new team member, ensuring employees learned how to collaborate with AI
• Starting with high-impact, measurable use cases that proved value early and drove adoption
• Search speed and accuracy made an immediate difference, enabling customer support reps to locate answers in seconds instead of minutes. This dramatically reduced the time spent digging through multiple platforms and ensured the information returned was context-aware and reliable.
• GoSearch checked every security box, which was critical for both Model N and their security team.

A Security-First Approach

With customers in highly regulated industries, passing rigorous internal reviews gave the team full confidence in platform compliance—something many other vendors struggled to match. 

“GoSearch checked all the security boxes. With other vendors in the space, we just didn’t get that same level of confidence.” 

—Vernon Clemons, VP of Global Customer Support at Model N

From Proof of Concept through implementation, GoSearch exceeded all internal security protocols.

Vernon stated, “The concept of personal and workplace connectors, and only indexing publicly available information, was a huge value add that other vendors didn’t offer.”

Search Speed and Accuracy

One of the most transformative improvements Model N realized with GoSearch was the ability to surface relevant information instantly. Instead of wasting valuable time on context switching, toggling between tools, and manually searching through documentation, support reps were able to enter natural language queries and receive high-quality, contextually accurate responses.

This shift not only sped up resolution times but also increased employee confidence, contributing to faster first-contact resolutions and improved customer satisfaction. AI-powered semantic understanding ensured that even complex, cross-referenced content could be discovered and applied immediately, helping Model N meet rigorous SLAs and eliminate knowledge access bottlenecks.

GoSearch and Model N: An Ongoing Partnership

For any enterprise facing information sprawl, siloed knowledge, and increased pressure to improve productivity for all employees, Vernon has a clear message:

“I would –  and have – recommended GoSearch. I am extremely bullish on this product, and the team behind it really cares.” 

—Vernon Clemons, VP of Global Customer Support at Model N

Model N’s story shows what’s possible when AI is used not just as a tool, but as a true team multiplier. It’s a blueprint for how intelligent search can drive tangible, measurable outcomes across the enterprise.

GoSearch is an AI-powered enterprise search platform designed to help teams instantly find and act on information across their tech stack. With 100+ secure integrations and intelligent, role-aware AI agents, GoSearch breaks down silos and boosts productivity across every department. Whether you’re in support, HR, IT, or sales, GoSearch delivers the answers your team needs—safely and instantly.

👉 Book a demo today and discover what GoSearch’s agent AI enterprise search solution can do for your organization.