Case Studies

‘Our experience over the past eight years demonstrates the strength and reliability of this platform in a highly regulated, client-sensitive environment. Its ability to integrate easily, maintain strict data separation, and support secure, role-based access were key requirements for our use case. Combined with fast deployment and ease of use, it continues to provide a dependable foundation for managing complex, large-scale knowledge operations with confidence’

‘Equally important has been the collaborative partnership behind the platform. The team is consistently responsive, easy to work with, and provides strong ongoing support, with regular client check-ins that ensure evolving needs are understood and met. This proactive approach has reinforced our confidence in the platform and our ongoing partnership’

“KPSOL provided me with all the necessary skills and training to quickly rollout the new knowledge management platform for LBBD”

“It has shortened training time and allowed us to meet different learning styles.”

“There’s more trust in the system because people know the information is accurate and kept up to date.”

“I don’t have to tell people to check the knowledge base anymore. They do it first.”

” We now take advantage of features such as ‘Ask the Expert’ and ‘Flag for Rework’ to truly manage our knowledge demand”.

Marilyn Adiyan London Barking and Dagenham Council

“Universal Knowledge has been a solid investment for Agilisys as part of our Kent County Council (KCC) contact, providing Agilisys / KCC with an invaluable tool for responding to customer queries quickly and accurately. The Agilisys partnership with KCC has been enhanced by providing KCC with a robust Knowledge Management system which has become the backbone of our service provision.

After evaluating multiple Knowledge Management Vendors, Agilisys chose to work with KPSOL due to a combination of strong product features, a proven track record of delivery in the Local Council space and a support team which were responsive, flexible and always willing to go the extra mile to provide exceptional service”.

Michael Desmet Agilisys

”SRO identified the need for a Knowledge Management tool to help in supporting customers more effectively”

”The key driver was to provide an enhanced customer support experience, whilst deflecting calls away from their support team”

“KPS were incredibly flexible in their approach to the project, providing us with excellent levels of support whilst we rolled out the Knowledge Base”.

”Universal Knowledge provides us with an easy to use content creation tool, in addition to us being able to incorporate existing forms of knowledge, to create a single unified knowledge management platform. The ability to use a natural language search against very technical information and provide access via our website will be key to us continuing to provide world class support to our customers”.

Tony Lackey SRO Solutions

”I could not be happier with our decision to use KPS Universal Knowledge in our contact center. Our team is finding answers from the knowledge base quickly and accurately, enabling us to provide timely and relevant responses to the citizens of Baldwin County”

‘Universal Knowledge by KPS is an invaluable tool in our service provision. We have recently extended its use into Probate, so that the benefits can be realised more widely, and we hope to keep extending its use. Since upgrading to the latest version of the KPS KMS, we have been able to take advantage of new functionality such as discussion forums and configurable layouts which provide instant access to the most important information on a single page when an advisor logs in”

”KPSOL  is a very responsive supplier who works closely with us to ensure the KMS meets our needs today and in the future”.

Baldwin County Commission

“The Knowledge Management System from KPSOL Universal Knowledge has allowed the team to significantly improve the quality and service that we can provide, with a reduction in AHT and significant reductions in message errors and scheduling”.

“Scheduling defects were significantly reduced by utilizing the power of Universal Knowledge”

“Message errors reduced. Quality information enhances our customer services activities”

Indiana University Health