KCS Case Studies
Find additional stories of KCS success under "KCS in Action" on the Consortium blog.
- ServiceNow: Implementing KCS Delivered 52% Faster Time to Relief
- [2020] ServiceNow® Knowledge Management and KCS speed knowledge sharing and case resolution.
- Quest Publishes in the Workflow
- [2017] At Quest, they’ve met a goal of 90/0: 90% of what they know is published externally at or before case closure, and they are reaping the benefits.
- Extreme Networks: Leveraging KCS and Communities for Customer Success
- [2017] How Extreme Networks improved loyalty and won the top spots on customer web searches with a disciplined, data-driven approach to KCS and Communities
- HP Enterprise: Improving Customer Success with Self-Service
- [2015] Goal: build a customer-centric knowledge base which is easy to use, easy to access, and delivers the right information to increase customer’s use of and success with self-service.
- salesforce.com: An Integrated HR Community and KCS Program Launched in Record Time
- [2014] salesforce.com Employee Success - An Integrated HR Community and KCS Program Launched in Record Time
- MathWorks: Delivering Technical Support Knowledge to the Customer Community
- [2014] Recently, the folks at MathWorks took a very bold step and shut down their external knowledge base. Those of you who know how valuable the knowledge base is to customers are wondering why they would do such a crazy thing. Before you learn why, you need some context.
- Avaya Part 2: Transforming the Customer Experience
- [2014] The Strategic Direction: In 2011, Avaya endeavored to deliver greater value to customers by innovating web self-service offerings while simultaneously improving margin by 4 points and improving their Customer Satisfaction (CSAT) by 12% and Net Promoter Score (NPS) by 7 points.
- Avaya Part 1: Where Everyone Can Publish
- [2013] Leadership at Avaya was aiming to make the self-service experience on the Avaya customer portal best -in-class. To do that, the Avaya knowledge base needed to provide the most accurate, timely content possible to customers.
- Omgeo: Improving the Customer Experience with the KCS Evolve Loop
- [2013] In 2011, the Omgeo support organization made a strategic decision to put the KCS Evolve Loop into action. They found that, like many other organizations, Omgeo had lots of data regarding cases and issues, but it wasn’t being used effectively.
- PTC: Achieving Great Things With KCS
- [2013] PTC started their KCS (Knowledge-Centered Support) journey as many others do: with a desire to meet two primary objectives.
- Schneider Electric: Passion and Persistence
- [2013] You Can Implement KCS on a Shoe-String Budget
- Mentor Graphics: KCS is a Team Sport
- [2008] Making Customer Support a Competitive Differentiator - Mentor’s support organization, the Customer Support Division (CSD), has become an industry leader as well, and currently generates about a third of the company’s total business.
- Verisign Security Services: KCS at Work: Improving the Customer Experience
- [2008] VeriSign decided to expand its KCS initiative to eliminate high-impact issues altogether.
- Progress Software: Application Support Services: KCS at Work
- [2006] Progress wanted to find ways to maintain and improve the customer experience, even as they saw the variety and complexity of support issues climbing with the success of web services.
- Legato Support Services: KCS at Work
- [2004] KCS improves the speed and accuracy of response to customer issues. Using KCS, Legato has been recognized by the SSPA and—more importantly, its customers—as a vastly improved provider of support and an industry leader.
- HP NonStop Customer Support: KCS at Work
- [2003] The HP NonStop Support team participated in the development of the KCS methodology with the Consortium for Service Innovation. Following a proof of concept in early 1999, deployment began midyear and was completed in 2000.