How Confluent Saves 15,000+ Hours a Month with Glean
Confluent, a data streaming platform company with 2,000+ employees and 4,000+ customers, deployed Glean to solve the knowledge fragmentation that came with rapid growth from 250 to 2,000+ employees across 20+ systems. Glean indexed the company's full tool stack — Slack, Salesforce, Confluence, and more — enabling instant knowledge retrieval across all teams. The result: 15,000+ hours saved monthly, a 13% increase in support team satisfaction, and over 70% employee adoption.
Impact
15,000+
Hours saved monthly
+13%
Support team satisfaction
70%+
Employee adoption rate
5-10 min
Time saved per support ticket
Challenge
As Confluent scaled from 250 to 2,000+ employees across 20+ tools, knowledge became scattered and hard to find, slowing down Support, Sales Engineering, and Customer Success teams and reducing productivity — confirmed by an internal survey showing employees struggled to access the information needed to do their jobs.
Solution
Confluent deployed Glean's AI-powered enterprise search to index its 20+ tools — including Slack, Salesforce, and Confluence — giving every employee a single interface to retrieve documents, past deal cycles, help articles, and messages instantly, with minimal setup.
Tools & Technologies
What Leaders Say
“The challenge we had around information sprawl — something that could have taken years or months for a massive wiki reorganization and data governance to solve — was at least 80% solved by introducing Glean's search tool.”
“Without Glean, it would be tiresome to search across resources and find required results. It reduced investigation time per ticket by 5-10 minutes and sped up customer response time by at least 5 minutes.”
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Full Story
Confluent is a data streaming platform company built on Apache Kafka, with more than 2,000 employees and over 4,000 customers. As Confluent scaled rapidly from 250 employees, its knowledge base became distributed across more than 20 tools — Slack, Salesforce, Confluence, and others. An internal survey confirmed what employees were already experiencing: finding the information needed to do their jobs had become genuinely difficult. Support, Customer Success, and Sales Engineering teams were hit hardest, as their work depended heavily on fast access to past context — deal cycles, product documentation, troubleshooting guides, and customer history.
Manu Narayan, Chief of Staff at Confluent, described the challenge plainly: there was a lot of sand in the gears when it came to finding information. The problem was not too many redundant tools — Confluent had deliberately chosen best-of-breed systems for each function — but that knowledge was scattered across all of them with no unified way to retrieve it.
Confluent adopted Glean's AI-powered enterprise search to give employees instant access to information across their entire tool stack. Glean indexed 20+ applications with minimal setup, and the impact was immediate across multiple teams. The Technical Support team reduced investigation time per support ticket by 5 to 10 minutes, directly accelerating customer response times by at least 5 minutes. Account executives could surface past deal cycles instantly, eliminating redundant work. New hires used Glean as their primary onboarding tool, reducing their dependency on colleagues and institutional memory.
Shahan Parshad, VP of Business Technology and Data, noted that the problem of information sprawl — one that could have taken a major wiki reorganization and data governance overhaul to address — was approximately 80% solved by introducing Glean's search capability. Today, more than 70% of Confluent employees actively use Glean, a higher adoption rate than many other internal SaaS tools at the company. The platform saves 15,000+ hours per month across the company, and support team satisfaction around information access has increased by 13%.
Confluent continues to expand its use of Glean, rolling out features including Announcements, Collections, and Answers, as well as Go Links by Glean — projected to save thousands of dollars annually through improved link management.
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