Case Studies

To find out more about how KPS’ Knowledge Management software has helped our clients to increase service delivery quality and efficiency, and how it could help you download one of our case studies below:

Helping universities to save money and improve student services

Helping Universities to Save Money and Improve Student Services

Over the past 5 years student enrolment figures at universities has seen a dramatic rise. Together with student fees and rising expectations of students, this is prompting the need for universities and further education institutions to deliver a service that caters to prospective and current students needs.

Shop direct customer testimonial

“How We Help” – Customer Testimonial for KPS Knowledge Management Software

KPS do not just provide knowledge management software, we also provide the planning and implementation consultancy to help our customers go live quickly and effectively. Through the entire process of integrating our solution into existing customer systems, we pride ourselves on building a working relationship in which we can respond to our customers particular needs.

Shop direct customer testimonial

What Can Knowledge Management Software Do For Your Daily Business Activities?

Does your knowledge management system help or hinder day-to-day activities? An inaccessible user interface or out-of-date content may affect your business and it’s ability to perform efficiently. That is what Melissa and her team found on a daily basis before implementing KPS’s Knowledge Management system.

customer service channels trends and drivers

Customer Service – Which Channels are Trending?

What are the key trends when customers choose service channel? Working with ContactBabel the contract centre research specialist we have collected information about service channel choice by industry segment. It may be no surprise that agent based telephone customer service is still the number one channel used by customers.

Serco public health advice graphic

Knowledge Management delivers efficiencies in Public Health Contact Centres

KPS Knowledge Management tool helps Business Process Outsourcing (BPO) operator Serco manage and deliver multiple health related information services within a single contact center operation. The delivery of multiple services meant that agent information support is paramount to delivering quality advice and providing consistent messages to service users.

Crown commercial service supplier

Knowledge Management Software on G-Cloud

KPS has been accepted as Crown Commercial Service (CSS) Supplier and by joining CSS KPS knowledge management software is now available on G-Cloud the UK Government platform for Cloud based delivery of public sector IT solutions. By joining G-Cloud KPS
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Support Desk

IT Service Desk Challenges and Solutions

An interesting statistic: 45% of the US workforce spends 3 or more hours a week just searching for information in the Workplace. When that employee is working in front-line services such as an IT service desk environment, an inability to provide
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24 hour service

24 Hour IT Support at Reduced Costs – Is this Possible?

Like many organisations requiring 24 hour IT support, police forces across the UK are faced with pressure to reduce cost and at the same time concentrate their resources to deliver front line services. Achieving both is challenging.

Network Rail

Network Rail Gain From Knowledge Management Software

Network Rail’s Information Management Operations Centre based in Manchester UK, operate a 24×7 I.T. support function for a large user base of internal Network Rail employees. Key to supporting a wide variety of both internal and desktop applications is the
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University of Ottawa Knowledge Management Software

University of Ottawa Knowledge Management for Student Services University of Ottawa (uOttawa) has over 42,000 students, 5,000 employees and 180,000 alumni and has a 97% employment rate for graduates. uOttawa uses the Talisma CRM system and as part of that
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Health & Education customer service knowledge management

Service Knowledge Management Interactions in Health & Education?

Service knowledge management helps service agents and self service interactions become effective, timely and conclusive, which in turn reduces optional costs long term and provides better customer service interactions. The key is to address a small number of simple aspects of knowledge management and deliver an integrated approach to the benefit of all.

needle in a haystack graphic

Web Self Service

How can you offer a quick and effective way for your customers, clients, staff and stakeholders to find and share information more readily?  The answer is by introducing web self service – we explore the benefits that this can bring. An Abundance of Information vs.
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Support Desk

What Problems Are Faced by the IT Help Desk?

Urged to do more with less whilst becoming increasingly accountable for the results is forcing IT help desks to reduce costs whilst still putting the customer first and improve their experience


Sunrise Software Knowledge Management Software

Sunrise Software Knowledge Management Solution for Help-desk and Customer Service Centres Sunrise is the UK‘s leading independent developer and solution provider for Help Desk and Customer Centre software. With the number and complexity of calls into the help desk rising
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United Health Care Knowledge Management Software

United Health Care Knowledge Management Software Solution ITSM United Healthcare is an operating division of United Health Group, the largest single health carrier in the United States.  United Healthcare use KPS Universal Knowledge to author, manage and share information enabling
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Stroma Knowledge Management Software

Stroma Service Consulting IT Service Management Solutions Stroma Service Consulting is an established IT consulting company that supports clients with small to large technology infrastructures.  Stroma is an achievement oriented professional services company that subscribe to the goals of technology
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Sheffield City Council

Sheffield City Council Knowledge Management Software

Sheffield City Council Knowledge Management Software Solution for their Contact Centre Sheffield City Council uses Knowledge Powered Solution’s Knowledge Management Software within their contact centre in order to allow their agents to be able to answer a call first time
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Quintica Knowledge Management Software

Quintica Knowledge Management Software for Enhancing Service Management Formed in 2001, Quintica is an ICT Technology and Professional Services systems integration company delivering sophisticated infrastructure & technology solutions from strategy, design and transition through to operations and service improvement. Their
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Greggs Knowledge Management Software

Greggs Knowledge Management Software for IT Service and Support Greggs is the UK’s leading retail baker specialising in sandwiches, savouries and all sorts of other baker-fresh food on-the-go. From 1 shop and 7 vans in Newcastle in 1964, Greggs now
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Contact 1-2-1

Contact 121 Knowledge Management Software

Contact 1-2-1 Australia Knowledge Management Software for Business Process Outsourcing Contact 1-2-1 is a flexible and affordable provider of full-service, multi-media contact and business process outsourcing (BPO) services which includes Knowledge Management Services, complete inbound customer care, inbound sales, outbound
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NCC Group Knowledge Management Software

NCC Group Escrow Management Solution We are working with NCC Group, a leading provider of Escrow Solutions, to offer our customers the peace of mind of an Escrow Solution. An Escrow Solution is a specialised form of assurance, where any
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Silah Gulf Knowledge Management Software

Silah Gulf Knowledge Management Software for Web Self Service Silah Gulf use KPS’s Universal Knowledge as part of their E Government Portal Services solution that enables citizens to have easy access to on-line Government Service information such as; vehicle registration renewal,
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managing organisational data information effectively

Managing Organisational Data & Information Effectively

Do you know how big the mountain of information is in your organisation?  Should some or most of this information be archived or deleted?  The lack of physical evidence of how big the issue may be can also be an issue.  The challenge is to monitor your information mountain effectively! 
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