Transforming Enterprise Knowledge Management to Improve Service Performance
How a Fortune 50 healthcare organization simplified information access, improved customer service, and reduced operational costs.
Project Impact
$500K
Reported annual savings
10%
Improvement in first-time fix rate
2 years →
2 months
Reported reduction in training time
Overview
What started as an initiative to select a knowledge management solution revealed a much larger opportunity to improve how information was organized, accessed, and maintained across the organization.
Customer service representatives were navigating up to 25 different information sources to answer time-sensitive healthcare inquiries. Important knowledge was scattered across systems, documents, and individual employees, making it difficult to find accurate answers quickly and consistently.
The challenge wasn’t simply finding better technology. It was creating a more effective way for employees to access and share the information they needed.
Challenge
Customer service representatives were expected to resolve urgent, patient-related inquiries quickly and accurately. But fragmented information, inconsistent documentation, and reliance on individual knowledge made that increasingly difficult.
The organization needed more than a way to search across systems. It needed a consistent approach to capturing, organizing, and maintaining knowledge so employees could find reliable information without unnecessary delays.
My Approach
I started by observing how employees actually worked.
Through call center shadowing, listening to customer interactions, and watching representatives troubleshoot issues, I developed a clearer understanding of where information gaps and inefficiencies were occurring.
That discovery informed two recommendations:
Establish a stronger knowledge foundation. Capture institutional knowledge, improve documentation, and develop a consistent approach to organizing and maintaining information across the organization.
Improve access to information. Evaluate enterprise search solutions that could connect employees to relevant knowledge across existing systems, ultimately recommending Coveo.
The goal was to address both sides of the problem: the quality of the information employees relied on and their ability to find it when they needed it.
Business Impact
The knowledge management improvements delivered measurable operational results:
10% improvement in first-time fix rate, helping representatives resolve more inquiries during the initial interaction.
$500,000 in reported annual savings through reduced information-search time and training efficiencies.
Training time reduced from two years to two months, accelerating employee readiness.
10% improvement in meeting the call center’s service-level target of answering calls within 180 seconds.
Together, these improvements reduced operational friction and established a more scalable approach to managing and accessing organizational knowledge.