A massive, technology-driven organization supporting a workforce of 300,000 to 4,000,000 employees faced a significant operational hurdle. Relying on three global call centers to manage internal technical support was becoming increasingly inefficient and costly.
The company identified several critical pain points that needed to be addressed:
Excessive Support Costs: The organization needed to optimize costs by reducing its heavy reliance on live call center agents.
Global Support Barriers: With a diverse, global workforce, support materials needed to be accessible in the native languages of all employees to be truly effective.
Inefficient Support Cycles: Traditional support models were struggling to keep up with volume, creating a need for a modern strategy that prioritized faster response times and better information access.
To transform their support infrastructure, the company invested in a robust Knowledge Management (KM) strategy. This initiative focused on creating high-quality, electronic self-service content that put the power of resolution directly into the hands of the employees.
Key pillars of the solution included:
Electronic Self-Service Content: The development of comprehensive digital resources allowed users to find answers to technical issues without needing to contact a live agent
Global Localization in 13 Languages: To ensure universal accessibility, all technical support content was localized into 13 different languages.
A Self-Funding Reinvestment Model: The initiative was designed as a reinvestment strategy, where the savings generated by reduced call volumes were used to fund further improvements in Knowledge Management.
Shift to High-Priority Support: By resolving routine issues through self-service, the organization fundamentally changed agent availability, allowing them to prioritize complex, high-priority tickets.
The Knowledge Management initiative delivered a profound shift in support dynamics, resulting in massive financial and operational returns:
Infrastructure Optimization: The reduction in call volume allowed the company to shut down two of its three call centers, leaving only one operational.
$1.2 Million Recouped: The organization successfully recovered $1.2 million, a figure that substantially exceeded the initial investment.
32% Drop in Call Volume: Nearly one-third of all support needs were successfully diverted to self-service channels.
1 Million+ Monthly Interactions: The company achieved over 1 million self-service interactions per month, averaging nearly three interactions per user.
40% Self-Service Resolution: Self-service resolution rates approached 40%, fundamentally improving response times and customer satisfaction.
Learn how a strategic investment in Knowledge Management can help you reduce costs and empower your workforce through localized, self-service solutions.