Insurance Case Studies and Customer Success Stories with KMS Lighthouse
BGL Group
- Insurance
- Large
Peterborough, UK
KMS Lighthouse helped BGL Group, a leading UK insurance provider, improve customer service and knowledge management. BGL Group needed a... better way to organize documents and ensure accurate information for call center agents. The Lighthouse platform enabled real-time search, decision trees, and content sharing for over 3,000 employees. Employee productivity increased by 150%. The solution made work easier for call center staff and improved customer experience.
KMS Lighthouse helped Clal Insurance cut holding times by 15%. Before, agents struggled to find answers and compare products. The... old system was slow and hard to update. With Lighthouse, agents now get information in less than 1 second. Training new agents is easier and product launches are smoother. Customers get fast, consistent answers every time.
KMS Lighthouse helped AIG improve first call resolution and customer satisfaction. AIG deployed Lighthouse across 130 branches. The new system... made it easier for agents to find information and answer customer questions quickly. AIG saw a 150% ROI increase after switching to KMS Lighthouse. Call durations dropped and sales increased. Customer experience improved with faster, more accurate service.
KMS Lighthouse helped Ayalon Insurance Company cut call times and reduce interruptions for agents. The platform made it easier for... agents to find answers fast, improving customer service. Training new employees became quicker, as they no longer needed to memorize oral procedures. Ayalon expanded KMS Lighthouse to more agents after seeing these results. Hotline manager Vered Roth praised the system's ease of use.
Delta Dental of Washington needed to move their call center from on-site to remote in just weeks due to covid-19. Their old knowledge... management tools were slow and hard to use. They chose KMS Lighthouse for its flexible and easy interface. The new system let agents get updates and policy changes fast. Supervisors could track who saw important info. Now, 14 teams use Lighthouse to handle 3,000 calls a day and serve 3.6 million patients.
ZIM Integrated Shipping Ltd
- Transportation/Trucking/Railroad
- Large
Haifa, Israel
KMS Lighthouse helped ZIM Integrated Shipping Ltd improve information access for global employees. ZIM needed a way for customer service... reps to find answers fast and accurately. The solution used Lighthouse’s GetAnswer technology and full authorization controls. Now, staff in over 20 countries can retrieve knowledge quickly, supporting 100 lines of service. This digital knowledge management system supports strict regulations and regional needs.
DHL
- Transportation/Trucking/Railroad
- Very Large
Bonn, Germany
KMS Lighthouse helped DHL cut agent training time by 50%. DHL used Lighthouse to connect global data and call centers.... The platform integrated with existing systems for fast, accurate information. Customer satisfaction and first call resolution rates improved. Call duration and holding times dropped. DHL reduced operational costs and agent errors with KMS Lighthouse.
Banking Case Studies and Customer Success Stories with KMS Lighthouse
Mizrahi Tefahot Bank
- Banking
- Large
Ramat Gan, Israel
KMS Lighthouse helped Mizrahi Tefahot Bank improve customer service in its call centers. The bank used Lighthouse to give agents... faster and more accurate access to information. This reduced call times and mistakes. Customer satisfaction increased by 15%. The solution also made it easier for agents to handle busy periods and offer new banking services.
KMS Lighthouse helped MAX by Leumi Card upgrade its call center. The company needed a knowledge management platform that could... integrate with many systems and give fast, accurate answers. Before, agents struggled with slow searches and too many tools. With Lighthouse, information retrieval became faster and more accurate. Customer satisfaction rose, call abandonment dropped, and training needs decreased. The system is expected to pay for itself in 14 months.
Telecommunications Case Studies and Customer Success Stories with KMS Lighthouse
Globe Telecom
- Telecommunications
- Very Large
Manila, Philippines
Globe Telecom used Lighthouse to improve customer service. They wanted to help agents answer questions faster and better. The old... system made it hard for agents to find answers. With Lighthouse, Globe cut call times by 15%. Customer satisfaction scores went up by 150%. Globe also reduced service costs and exceeded their ROI forecast.
KMS Lighthouse helped Orange serve 256 million customers by integrating with their CRM. Orange used Lighthouse to cut agent training... time by 50%. The solution reduced average call hold times by 5–10 seconds. Call duration also went down. Orange’s call center data is now fully connected and synchronized. This improved customer service and agent efficiency.
Hospitality Case Studies and Customer Success Stories with KMS Lighthouse
Fattal International Hotels and Resorts
- Hospitality
- Large
Tel Aviv, Israel
KMS Lighthouse helped Fattal International Hotels and Resorts cut call duration by 50%. The platform improved data management and retrieval... for call center agents. Agents now access accurate information quickly and give personalized service to guests. Training time for new agents dropped by half. Customer satisfaction and experience improved. Fattal reduced errors in information given to customers.
Enosh – The Israeli Mental Health Association
- Non Profit Organization Management
- Medium
Israel
KMS Lighthouse helped Enosh, Israel’s largest mental health association, centralize its knowledge for over 700 staff across 60 centers. Before, information was... scattered and hard to find, slowing down care and increasing work. With KMS Lighthouse, staff can now quickly search and share documents, protocols, and resources. The system’s forums and search features make onboarding and daily work faster. This led to better patient services, improved staff satisfaction, and saved time for everyone.
Apparel & Fashion Case Studies and Customer Success Stories with KMS Lighthouse
TechStyle Fashion Group
- Apparel & Fashion
- Large
Los Angeles, USA
KMS Lighthouse helped TechStyle Fashion Group train all employees in just one hour. Before Lighthouse, TechStyle struggled with slow search... and siloed information. Now, 100% of employees use Lighthouse daily to access thousands of knowledge articles. The onboarding process took only one day, even during the pandemic. Employees can now quickly find answers and serve customers worldwide.
Israel Government Office (IGO)
- Government Administration
- Very Large
Jerusalem, Israel
KMS Lighthouse helped the Israel Government Office improve citizen satisfaction by 20%. The platform enabled 300 new government services to... be offered online. IGO used Lighthouse to organize knowledge and provide fast, accurate answers to citizens. The solution reduced waiting times and improved service professionalism. All government sectors now deliver consistent information across channels.
Medical Devices Case Studies and Customer Success Stories with KMS Lighthouse
GE Healthcare
- Medical Devices
- Very Large
Chicago, USA
KMS Lighthouse helped GE Healthcare cut call center error rates from 1. 6% to 0.12%. The knowledge management system made...work instructions available in 3 clicks or less. New hires reached QA and AHT goals in under 90 days, down from 6 months. Agents found the tool easy to use, even in a complex, regulated environment. This improved efficiency and accuracy for GE Healthcare's support teams.
Sourasky Medical Center
- Hospital & Health Care
- Large
Tel Aviv, Israel
KMS Lighthouse helped Sourasky Medical Center boost patient satisfaction by 40%. The hospital struggled with call center inefficiency and inaccurate... information. Agents could not answer patient questions well. KMS Lighthouse gave agents fast access to accurate data. The new system improved training and knowledge sharing. Now, patients get better answers and a smoother experience.
Automotive Case Studies and Customer Success Stories with KMS Lighthouse
Colmobil
- Automotive
- Large
Israel
KMS Lighthouse helped Colmobil cut average customer call time by 15%. The company unified customer support for all products across... 59 service centers. Agent training time dropped by 50%. Colmobil improved first call resolution and reduced inaccurate information given to customers. The solution centralized knowledge and made information retrieval faster and more accurate.
Google Fiber implemented KMS Lighthouse's advanced knowledge management platform, enhancing information access and operational efficiency. The platform improved knowledge delivery,... reduced complexity, and empowered Google Fiber's teams with consistent, reliable information. KMS Lighthouse's solution includes robust analytics, a powerful search engine, and smart workflows, focusing on modern knowledge operations.
