Skip to main content Skip to main navigation Skip to search Skip to footer

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

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

Learn more about Enterprise Content Management

DOWNLOAD THE SUCCESS STORY

Contact Us
MAX CHARACTERS: 10,000

We will treat any information you submit with us as confidential. Please read our privacy statement for additional information.

We will treat any information you submit with us as confidential. Please read our privacy statement for additional information.