Universal Knowledge helped SRO Solutions improve support for offshore and marine sectors. SRO needed a tool to migrate legacy information and search across many formats. KPS delivered fast installati...on, custom training, and a re-branded interface in just 5 days. SRO saw better customer self-service and fewer support calls. Staff found the content creation tools easy to use and liked the flexible support from KPS.
KPSOL helped Serco and Shop Direct upgrade their online retail contact centre. Legacy systems made it hard for agents to find process information and slowed training. Managers could not track agent a...ctivity or improve training. KPSOL implemented a knowledge management system with guided decision trees. The new solution went live in 3 months. Agents started using it after just one day of training.
Universal Knowledge by KPSOL helped a public advice contact centre access information stored in many formats. The software indexed websites, office files, PDFs, and SharePoint, making all knowledge e...asy to find. Advisers used features like 'Hot Topics' and 'Required Reading' to get new updates fast. The tool was simple to use and needed little training. The project went live with less than 10 days of consultancy.
KPS Knowledge Management tool helped Serco manage multiple health information services in one contact centre. Serco needed a system that could give agents fast access to a wide range of public health... topics. The Universal Knowledge solution let advisers find information in seconds from many sources. The system's natural language search made it easy for staff to get answers using their own words. This improved the quality and consistency of advice given to service users.
The University of Ottawa enhanced information access for over 42,000 students and 5,000 employees with KPS Knowledge Management, supporting both French and English languages effectively.
CASE STUDY London Borough Of Barking And Dagenham (Lbbd)
LBBD improved service efficiency using KPS's platform, offering seamless access to diverse information sources, benefiting approximately 230,000 citizens.
Serco improved efficiency in its Public Health Contact Centres by implementing a knowledge management system, ensuring accurate and consistent information across diverse health-related services.
Devon and Cornwall Police implemented 24/7 IT help desk support, reducing costs and enhancing service through knowledge management solutions, in partnership with Capita.
Sheffield City Council improved call resolution in their contact centre using Knowledge Powered Solutions' software, enhancing first-call response rates across diverse topics.
Universal Knowledge by KPS helps Baldwin County Commission give fast, expert advice to citizens. Advisors use the KMS to find and share information for many services, like courts and permits. The sys...tem makes it easy to answer questions and guide people, even in emergencies like hurricanes. Staff from other departments quickly learned the tool and kept service running. The KMS dashboard and decision trees help advisors work better and faster.
Baldwin County Commission improved citizen service with KPS Universal Knowledge, enhancing guidance and advice efficiency for over 200,000 residents in Alabama's fastest-growing region.
CASE STUDY London Borough of Barking and Dagenham council (LBBD)
Universal Knowledge from Knowledge Powered Solutions helped LBBD create a single platform for information access. LBBD needed to support 230,000 citizens with up-to-date answers across many topics. T...he new system lets teams find information fast and keep it accurate. Advisors handle about 6,500 calls each week using the platform. LBBD rolled out the solution in just a few weeks with minimal training. The platform now supports contact centres, walk-in centres, libraries, and nurseries.
KPSOL provides an Escrow Management Solution for NCC Group. NCC Group uses this solution to securely deposit business critical applications and materials. This helps NCC Group offer assurance and pea...ce of mind to their customers. The solution supports corporate governance best practices. It also helps build long-term customer relationships. The focus is on security and reliability for business-critical assets.
Contact 121, an award-winning Australian outsourcing contact centre, achieved significant growth over 10 years by utilizing knowledge base technology, serving blue-chip clients globally.
Quintica implemented a knowledge management solution resulting in improved service management and ICT infrastructure, enhancing customer value across Africa and the Middle East.
CASE STUDY Indiana University Health Patient Access Center
KPS knowledge management tool helped Indiana University Health Patient Access Center improve patient service. Staff needed fast access to up-to-date clinic and physician information. The tool let age...nts find answers quickly and get notified of updates. This made calls more accurate and efficient. The center saw better patient satisfaction and higher service quality.
