Knowledge Base

I was newly hired onto a startup and was conducting one on ones, to understand my role in conjunction with my co workers. In all those conversations I heard a recurring theme. There was an issue with the rate of escalation from customer service agents. They were escalating cases with previously created articles that were housed within the company's CRM and knowledge base. These escalations were increasing and were threatening to breach acceptable rates outlined within our service level agreements.

It became very clear, that this growing problem would impact my workload as well. I investigated further and found that the root cause was due to a migration into a new CRM. The project requirements did not include the import of the business's knowledge base from the original CRM.. Upon reaching out to the previous CRM's support team, we learned that their migration support had just expired just 4 days prior. What was left was the segmented collection of past knowledge base information that lacked nearly 50% of our customer service team's content.

I began conducting workshops and stakeholder interviews to document the gaps in information and identify the best location to house the company's new knowledge base. It was decided to build the collection within SharePoint due to the customer service team's familiarity in its functions and ease of use. I worked with the customer service leadership team to define the preferred article formatting and acquired resources to help create content for the new knowledge base.

Within two weeks of the project implementation, the customer service team's first call to close ratio went up to 75% and in one month returned to their prior rates at 85%.