Situation
A new knowledge management tool, but how do you set it up properly?
The mortgage provider had chosen a knowledge management tool, first for its telephone customer contact agents and later for other departments and channels. The organisation was looking for support in setting up the knowledge base and the knowledge management processes, and in rewriting and entering the content.
Approach
From workshops and taxonomy to a knowledge organisation that can run itself.
In workshops with stakeholders we established the starting point, goals, plan of action, phasing, schedule and scope. We built the taxonomy on the most frequently asked customer questions and the internal processes. Requirements and a functional design were followed by testing and filling the tool with rewritten content. We set up the knowledge organisation, the management processes and the roles, and provided support before, during and after go-live, so the client can now do it independently.
Result
Onboarding time from two months to two weeks.
The onboarding time for new customer contact agents has been cut sharply: from two months to two weeks. These colleagues enjoy their work more and customer questions are handled faster. There is now a platform and a structure that let the organisation scale up with minimal effort.