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IF Metalls' increasing member satisfaction converts to employee satisfaction

Learn how IF Metall saves thousands every month with Raffle Site Search for their members.

Situation

IF Metall traditional search on their website didn’t work, as it came up with false suggested answers, leaving members and visitors with unsolved questions and nowhere to turn outside opening hours. During opening hours it overflowed member service, as well as legal service, with questions that could have been answered on the website.

Solution

Implemented Raffle Site Search and Raffle Advanced Insights that proved to work from day one. Raffle Site Search connects free text search questions with the right information and the Advanced Insights offers deep insights on member needs and expectations.

Impact

IF Metall experienced an increased resolution on member questions asked by a stunning 80% from day 1. They utilize the Raffle Platform gaining insights on the increased question resolution and the savings from not having the questions going through to members and legal support. These savings represent thousands of Euros every month with a high number of visitors using Raffle confirming that members longed for a better search experience.

IF Metall is a large Union with over 100 years of history, focusing on equal value for all. Their 300,000 members collaborate to build equality, solidarity, and freedom within the workplace. The trade union works hard to protect the rights of their members and ensure the best working conditions. 

A Search that is Blurry.

For IF Metall it is vital for them to have a search that works, meaning they can provide equal access to information for visitors and members in order to maintain and build their union. IF Metall strives to protect all members ensuring safe working experience, fair practices, and equal opportunities, thus members need to be able to search on their site for documents when they have inquiries. Their old search was operating on outdated algorithms and technology that did not do a full sweep across all their resources, databases, platforms, and applications causing information to be lost due to keywords missing, file size or type. Additionally, these keywords do not contextually understand the questions, nor do they allow for misspellings or grammatical errors in searches resulting in inaccurate results. In short, IF Metalls search was the traditional search before, and for most of the traditional searches, they are broken. 

Making your Search Transparent.

Raffle Site Search uses advanced AI technology and algorithms that can search across millions of documents regardless of their location or file type. Raffles search is not reliant on keywords, but due to our AI core being built with natural language processing (NLP) you are able to search in your own words with spelling and grammatical errors and our search will contextually understand the search producing accurate results. This allowed members and visitors to IF Metall to have access to a reliable search that provided solutions quickly and accurately without the hassle of re-typing searches until you found the right mix of words to yield useful answers.

Raffle redefines Search. 

Everyday users interact with Raffle Site Search with hundreds of questions being answered instantly and accurately saving IF Metall 1000s each month equivalent to 1-2 full-time employee’s salary. Additionally, the search generates 3,000 searches monthly in which members are provided with validated and accurate solutions. Raffle diminishes the need to hire more and more employees in order to have a successful member service experience as Raffle is able to successfully do the work of an employee and provide insights on members and employees. Raffle Advanced Insight provides this insight on the workflows of employees and the member experience allowing for insight to help grow digital content, sales, and retention. In fact, IF Metall sees a resolution of >80% using Raffle. IF Metall search is now fast, accurate and validated providing insight on their members and what their members need in order to be satisfied.