Global telecom player transforms CX and achieves $60,000 cost savings with Knowmax

About the client

The client is a Fortune 500 Telecom Group with Middle East Operations and is part of a large global telecom group with 22 country operations across continents. The client works with the vision to build a digital technology-based society that promotes socio-economic progress, fosters inclusivity, and prioritizes the safety and sustainability of the planet and the environment. 

Challenges faced: 

The client realized the need for a strategic knowledge management(KM) solution for its customer service organization early on. However, the existing KM solution limited the ability of customer service teams to utilize knowledge effectively to create meaningful customer engagements. With the lack of an intuitive Knowledge base for information access, actionable and contextual knowledge was difficult to retrieve at the right time, causing the customer service metrics to drop rapidly. 

Here is an overview of the challenges the client faced

• Multiple knowledge base(s) across the CX function 

As a leading telecom player, the client received multiple customer queries daily, and delivering top-notch customer support at each touchpoint was essential to stay relevant in a highly competitive industry. At first, the client used two different legacy knowledge base systems to organize and manage its customer service-wide information. In the absence of a single unified knowledge base, agents struggled with disparate files and formats to find solutions to customer problems. The inability to access actionable and contextual knowledge at the right time resulted in increased call handling time inaccurate ticket resolutions, and reduced customer satisfaction. 

• Multiple knowledge base(s) across the CX function 

As a leading telecom player, the client received multiple customer queries daily, and delivering top-notch customer support at each touchpoint was essential to stay relevant in a highly competitive industry. At first, the client used two different legacy knowledge base systems to organize and manage its customer service-wide information. In the absence of a single unified knowledge base, agents struggled with disparate files and formats to find solutions to customer problems. The inability to access actionable and contextual knowledge at the right time resulted in increased call handling time inaccurate ticket resolutions, and reduced customer satisfaction 

• Use of legacy Knowledge base 

In addition to using more than one source of truth for accessing knowledge, a growing challenge was transitioning from a legacy knowledge base to a dynamic and intuitive platform. With the growing demands of customer service, the client found it increasingly difficult to effectively accommodate its wide range of customer service knowledge into rigid content formats. Additionally, the absence of built-in analytics made it challenging to identify knowledge gaps or track user engagement with the platform, which is critical to maintaining the relevance of a knowledge base. 

• Lack of visual content for effective resolutions 

One of the reasons the client’s customer service suffered was the lack of visually engaging customer service content like device guides, pictorial troubleshooting or how-to guides, videos, etc. With the shortening attention spans of its customers, the client soon realized the need for a more advanced visual functionality in the Knowledge Management System and the benefits of a ready repository of picture guides for common customer queries and troubleshooting scenarios. 

• Huge task of migrating 6000+ articles & decision trees 

The client found it increasingly difficult to manage the existing repository of articles and workflows that were tricky for customer service teams to navigate. However, content migration is a strenuous activity that requires considerable costs, money, and effort. The client needed a sound technological solution that could minimize the costs of migration and the effort involved in the process. 

The search for a next-gen Knowledge Management partner 

As the existing Knowledge management solution fell short of meeting growing CX demands, the client needed an enterprise-grade scalable and future-ready KM partner for its customer service org. However, a major roadblock was the migration of large amounts of content from the existing platform to a new Knowledge Management platform without hampering the customer service operations or incurring huge costs usually involved in the process. The need for a scalable CX and simplified content migration process led the client to choose Knowmax as their KM partner. 

Solution 

The Knowmax team undertook a comprehensive review of the existing KM practices and identified the pitfalls hindering support teams from accessing contextual knowledge for superior customer support. The content audit of the existing knowledge was done to make actionable and contextual knowledge readily available and accessible to support teams and customers. 

Here is a glimpse of the knowmax solutions that were employed: 

• A full-suite KM solution for improved customer engagemen

With Knowmax’s full-suite knowledge management capabilities, the client has transformed its customer engagement with: 

1. An intuitive Knowledge base for instant retrieval of relevant knowledge 
2. Dynamic KM modules for content creation and curation 
3. Micro-segmented analytics to track knowledge base performance and shape CX strategy 
4. Seamless integration with business tools and customer contact channels for omnichannel CX 

• A single source of truth for enterprise-wide knowledge 

The Knowmax team assisted the client in gathering information from its existing knowledge bases and helped organize it under a single source of truth. Depending on the use case of each content piece, appropriate KM modules were identified to house all product and process information on the Knowmax platform. With a single source of truth for enterprise-wide knowledge, the customer service teams have ready access to actionable and contextual knowledge at all touchpoints. This has enabled agents to deliver faster and more accurate resolutions, reducing AHT and improving first contact resolution and customer satisfaction. 

• A ready repository of 10k+ device guides for the telecom industry 

As a leading telecom operator, the client needed the technological sophistication to create a rich repository of visually engaging content in the form of picture guides and multimedia-rich customer support articles. With access to a ready repository of 10,000+ device guides for its customer service operations, the client has witnessed improvement in critical metrics like C-SAT, FCR and NPS by providing faster and accurate resolutions across touchpoints. With the Knowmax visual how-to guides, the client creates picture guides for step-by-step troubleshooting. Additionally, pictures, videos, and GIFs are feasible to add to articles and workflows, creating immersive customer experiences. 

• Migration of 6k+ Articles & Decision Trees to the Knowmax platform 

Content migration is a mammoth undertaking for every brand. The client had a repository of 6K articles and decision trees on their existing KM platform that needed to be migrated to Knowmax. The Knowmax team started with a detailed content audit of the existing knowledge and helped the client prepare the content for migration. With Knowmax’s Al-powered data migration engine, 6000+ articles and decision trees were migrated with only 60 man-days worth of effort, which usually takes a minimum of 360 man-days effort. This minimized the cost savings and sped up the process of KM implementation. 

Results 

By implementing Knowmax’s full-suite Knowledge Management solution, the client witnessed massive improvement in the overall functioning of their CX-org. With faster and easy access to contextual knowledge in the form of visually engaging articles, FAQs & guided workflows across all customer touchpoints, the critical customer service metrics like FCR, C-SAT, and NPS have improved significantly. The hassle-free content migration process made the transition from the client’s existing KMS solution to the Knowmax platform a smooth & seamless experience. 

Here is a glimpse of the Knowmax solutions that were employed: 

1. Migrating content to Knowmax with only 60 man-days of effort (instead of 360 man-days) with Knowmax’s AI content migration engine. $60,000 worth of cost savings through AI content migration minimized the tedious manual effort and the possibilities of human error. 
2. Improvement in key customer service metrics like FCR, C-SAT, and NPS made possible with the faster and easy availability of contextual and actionable knowledge across touchpoints. 

About Knowmax 

Knowmax is a future-ready, full-suite Knowledge Management Platform that helps to efficiently create, curate, and disseminate knowledge for superior customer engagement across all touchpoints. Knowmax’s innovative modules and features help you create a robust KM strategy for an enhanced CX. Built by CX experts with over a decade of experience in customer service, Knowmax understands the CX challenges faced by enterprises and is trusted by some of the leading fortune 500 organizations globally.