Success Stories

Knowledge Management Consulting for a Leading Global Telecommunication and Data Services Provider

The customer is a leading global telecommunication and data services provider in 17 countries with over 20 million customers worldwide.

Customer Need

The customer needed to implement the following:

• Restructure the Knowledge Base
• Design an effective workflow to manage content
• Ensure a timely, and successful global roll out of the restructured knowledge base

HCL Solution

HCL carried out the following activities:

• Restructured the knowledge base with the help of Kana IQ —a powerful integrated KM software
• Developed a user-friendly interface for workflow, BI utilization, report generation, and web authoring
• Organized the knowledge base according to natural language, clustering, and ranking features
• Offered a consistent application across all customer interaction points like web, email, chat, phone, and voicemail

Customer Benefits

This engagement offered the following benefits to the customer:

• Successfully implemented and transferred the KM system
• Enabled users to easily track and manage information stored in multiple data sources within and beyond the company
• Reduced operating costs by improving the workflow used by SMEs
• Improved productivity and accelerated processing time
• Improved web authoring process, and increased readership
• Ensured better ROI through easier site management and support for a larger user base

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