Real-World Case Studies and Customer Success Stories with KPS Knowledge Management Software

KPSOL helped London Borough of Barking and Dagenham Council unify knowledge for its large customer service team. The council faced... scattered information, slow onboarding, and frequent escalations. KPSOL provided a single, searchable platform for accurate, up-to-date guidance. Training shifted to on-demand formats, reducing onboarding time. Managers saw fewer interruptions, and staff trusted the system more. Knowledge became a shared asset, improving efficiency and engagement.
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Universal Knowledge by KPS helps Baldwin County Commission serve over 200,000 citizens. Advisors use the knowledge management system to give... fast, accurate answers on courts, permits, and more. The platform's decision trees and collaboration tools simplify complex processes. During hurricanes, new staff used the tool to provide critical information without delay. The KMS powers both internal support and public self-service, improving efficiency and citizen satisfaction.
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KPSOL helped London Borough of Barking and Dagenham Council improve operational efficiency in their customer service department. The team faced... challenges with scattered knowledge and slow onboarding. KPSOL provided a central knowledge platform, making information easy to find and use. Training time dropped, and staff relied less on managers for answers. Advisors trusted the system more, leading to faster resolutions and better customer satisfaction.
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KPSOL helped London Borough of Barking and Dagenham Council improve operational efficiency in their customer service department. The team faced... challenges with scattered knowledge and slow onboarding. KPSOL provided a central knowledge platform, making information easy to find during live calls. Training time dropped, and new hires learned faster. Managers had fewer interruptions, and staff trusted the system more. Knowledge sharing became a team habit, not just for a few experts.
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Baldwin County Commission uses Universal Knowledge by KPS to help customer service advisors give fast, accurate advice to citizens. The KPS knowledge... management system lets advisors access all needed information from one place. Advisors use decision trees to guide people through complex processes like court and license applications. The system supports both internal and public information sharing. During emergencies, the tool helped staff provide critical information quickly, even when new staff joined. The KPS platform powers the county's web self-service and improves contact center efficiency.
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Devon and Cornwall Police Constabulary used a knowledge management solution to launch 24/7 IT help desk support. They needed to... cut costs and keep service levels high. The solution enabled self-service and supported service agents. It helped manage many documents and made it easy to find critical information. The deployment was quick and did not require changing existing information sources.
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Knowledge Powered Solution's knowledge management software helps Sheffield City Council's contact centre answer calls on many topics. The system integrates... with the council's CRM for better information access. Agents can answer questions the first time, improving customer service. The contact centre covers subjects like roads, transport, housing, and education for Sheffield citizens. Integration streamlines workflows and supports efficient public sector service delivery.
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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. The 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.
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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 system 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.
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KPS Universal Knowledge helped Serco manage multiple public health services in one contact centre. The tool made it easy for... advisers to find accurate information fast. Agents could search using natural language and get answers in seconds. The system supported complex health topics, from sexual health to substance misuse. Serco leveraged existing data and added new sources with minimal setup time. This improved service quality and consistency for citizens.
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Universal Knowledge helped SRO Solutions migrate legacy information and improve customer support. The knowledge management tool enabled searching across multiple... sources and formats. SRO Solutions saw more customer self-service and fewer support calls. KPS delivered the solution, training, and a custom interface in just 5 days. SRO praised the flexibility and support from KPS during rollout.
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Quintica used KPSOL's knowledge management software to improve service management. Quintica is an ICT technology and professional services company with... branches in Africa and the Middle East. The software helped Quintica deliver better service and drive value for its customers' ICT investments. The case highlights benefits for employee knowledge sharing and customer service. No specific metrics or numbers are mentioned.
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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 peace 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.
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KPS helped Serco and Shop Direct upgrade their online retail contact centre. The old system used Excel for process documentation,... making training slow and tracking hard. KPS implemented a knowledge management system with guided decision trees. Agents could now follow steps easily and managers gained better reporting. The new solution went live in just 3 months, improving efficiency for thousands of daily queries.
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KPS knowledge management system helped Serco and Shop Direct upgrade their online retail contact centre. Legacy systems forced agents to... use Excel for over 1500 processes, slowing training and making customer queries hard to handle. Management lacked reporting and audit trails. KPS delivered a new solution with guided decision trees in just 3 months. Agents started using the new system after only one day of training, improving efficiency and information access.
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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 activity 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.
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KPS Universal Knowledge helped Indiana University Health improve patient service quality. The knowledge management tool gave call center staff instant... access to up-to-date clinic and physician information. Staff could now answer patient questions faster and more accurately using natural language search. Migrating from SharePoint to Universal Knowledge reduced time spent searching for answers. This led to better patient satisfaction and more consistent information across all channels.
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KPS Universal Knowledge helped Indiana University Health Patient Access Center improve patient service quality. The knowledge management tool enabled fast,... accurate access to clinic and physician information. Staff now use natural language search to find answers in seconds, instead of searching long documents. The system reduced deployment time by leveraging existing SharePoint data. This led to better patient experiences and more efficient call center operations.
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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 agents 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.
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