Knowledge Management

Centralized Knowledge Centre Transformation for a Global Appliance Leader

A global appliance manufacturer needed a centralized, global Knowledge Centre to streamline access to product-related documentation across all their brands and regions. They aimed to provide both internal teams and customers with convenient access to knowledge articles that would improve support experiences and drive self-service adoption. The solution required robust support for managing and categorizing extensive documentation, including seamless integration with internal support processes and a community portal for customers worldwide.
Case Study

Challenges

A global appliance manufacturer needed a centralized, global Knowledge Centre to streamline access to product-related documentation across all their brands and regions. They aimed to provide both internal teams and customers with convenient access to knowledge articles that would improve support experiences and drive self-service adoption. The solution required robust support for managing and categorizing extensive documentation, including seamless integration with internal support processes and a community portal for customers worldwide.

Case Study

Solution

Our solution established an advanced Knowledge Management system that facilitated smooth access, categorization, and retrieval of information for both internal users and external customers.

Set up a comprehensive Knowledge Management system by configuring multiple article types with tailored layouts for clear documentation segmentation. Defined data categories for targeted searches by brand and category, and linked articles to products for easy access to relevant information. Implemented approval workflows to ensure high-quality content publication and equipped the content management team with tools for tracking usage, gathering feedback, and maintaining version history for continuous improvement.

Enhanced internal knowledge access for support teams by configuring case-based article suggestions to assist agents with fast, accurate solutions. Integrated knowledge resources with cases and work orders, enabling agents and field technicians to access and attach relevant articles seamlessly. Extended access to the Field Service mobile app, ensuring technicians could view essential information on-site, boosting efficiency in field operations.

Improved external knowledge access for customers by launching a public-facing support community with dynamic, product-based navigation for tailored information discovery. Implemented a feedback mechanism to capture customer ratings and comments, driving continuous article quality enhancements.

Total Group

Results

The implementation delivered a centralized and accessible Knowledge Centre that enabled both internal and external users to effectively locate and utilize information, leading to improved efficiency and customer satisfaction.

Published Articles: Over 9,000 articles were published and made available to customers and support teams through the community portal. 

User Feedback: The community garnered over 6,500 pieces of feedback, which informed the ongoing refinement of knowledge articles.  knowledge articles for effective self-service, reducing their reliance on direct support. 

Customer Engagement: Articles received over 9,000 views and 500 likes, indicating strong customer engagement and reliance on self-service for product information. 

Content Management Efficiency: The content management team now efficiently manages article publication, monitors upvotes, and tracks usage, ensuring content relevance and accuracy. 

Enhanced Customer Support: The Customer Support team can easily reference and attach articles during service cases, facilitating quick issue resolution. 

Self-Service Success: Customers benefit from the ability to search and navigate knowledge articles for effective self-service, reducing their reliance on direct support.