Why Knowledge Automation is the Key to Customer Growth

Customer since: September 2018

Number of users: 515

30% reduced contact center costs

100% expansion centralizing knowledge across parent company

These 9 Contact Centers are already succeeding with GenAI. Find out how.

The Challenge

Tempoe, a leading financial services company, has experienced healthy year-over-year growth, but the lack of a functional knowledge base was slowing down customer service and preventing the type of satisfactory support that enables growth and repeat business.

The Solution

Tempoe sought a solution that would centralize their content in a single location and transform it into an active tool for assisting both agents and customers in answering questions quickly and accurately.

The Results

    • Reduced hiring and headcount costs in their contact center by 30% within the first 30 days from efficiency gains.
    • Expanded Shelf to their parent company (an additional 280 licenses) seamless integration with the CRM as well as the efficiency gains the company quickly expanded Shelf to their parent company, adding 280 additional licenses.
    • Thanks to the chatbot and self-service integration the company was able to scale the internal success directly to their customers.

The fact that agents can quickly find whatever they need is huge for us. The search function, with its ability to pinpoint answers inside of large financial docs is invaluable. And the ability to integrate Shelf with our CRM and automatically suggest answers is
a game-changer.”

– Matthew Dvorak, Director of Workforce Management

The Story

Tempoe, an innovative financial services organization, specializes in providing no credit leasing options for retail consumers. Their unique approach connects leading retailers with the customers who want to purchase their products, adding tremendous value to both sides of the transaction. By offering a variety of payment options to customers and creating a national footprint, Tempoe opened call centers across the country to handle support operations.

Scaling Support Means Scaling Business

Almost immediately, Tempoe’s contact center was achieving and exceeding goals. After fast, frictionless implementation and immediate efficiency gains, Tempoe soon introduced Knowledge Automation as a company-wide solution. NAME describes the expansion, “We initially rolled out to a team of 150 agents. And within the first 30 days we saw an efficiency gain equal to 3 full-time employees (FTE’s). This allowed us to adjust our Q2 hiring plan from 10 new employees to 7. The next thing we did was share this with our parent company and within a matter of a few months they were using Shelf as well.”

Scaling the solution cross the company was quick and seamless. “Shelf allowed us to easily scale the solution. Internally, the shared libraries, SSO integrations, and other admin tools make adoption easy.”

With Knowledge Automation in place, Tempoe has been able to focus on growth, by providing more ways for customers to help themselves find answers. 

“The self-service module and chatbot integrations have given us a way to scale our internal success directly to our customers.”

The Search for Knowledge and a Non-Negotiable List of Requirements

Senior managers at Tempoe comprised of team leaders from Call Center Operations, IT, and Finance, formulated a clear set of requirements for improving their knowledge base:

A centralized, cloud-based solution
that integrates with existing software

Ease-of-use and ease of maintenance

A solution that streamlines
all knowledge management processes

A platform for both agent- and customer-facing content

While their immediate goal was to help agents get the right answers faster in a live-call scenario, the team came to an understanding that to improve the entire customer experience, they must provide their customers with more useful self-service options.

Shelf’s Knowledge Automation solution fit the bill, and once the team at Tempoe was up and running, their CSRs were quick to adopt. Matthew Dvorak, Director of Workforce Management shares, “The fact that agents could quickly find whatever they need was huge for us. The search function, with its ability to pinpoint answers inside of large financial docs is invaluable. And the ability to integrate Shelf with our CRM and automatically suggest answers is a game-changer.”

The team was also excited by how easy it was to organize various types of content from different locations. According to the company’s Quality Assurance Administrator, “All of our policies and procedures are in PDF format, but we also have a growing library of training videos and relevant content on the web. We love that you can upload hundreds of files in a matter of seconds, and then turn around and use the web clipper to capture online content that our agents need.”

Scaling Support Means Scaling Business

Almost immediately, Tempoe’s contact center was achieving and exceeding goals. After fast, frictionless implementation and immediate efficiency gains, Tempoe soon introduced Knowledge Automation as a company-wide solution. Matthew Dvorak describes the expansion, “We initially rolled out to a team of 150 agents. And within the first 30 days we saw an efficiency gain equal to 3 full-time employees (FTE’s). This allowed us to adjust our Q2 hiring plan from 10 new employees to 7. The next thing we did was share this with our parent company and within a matter of a few months they were using Shelf as well.”

Scaling the solution cross the company was quick and seamless. “Shelf allowed us to easily scale the solution. Internally, the shared libraries, SSO integrations, and other admin tools make adoption easy.”

With Knowledge Automation in place, Tempoe has been able to focus on growth, by providing more ways for customers to help themselves find answers. “The self-service module and chatbot integrations have given us a way to scale our internal success directly to our customers,” shared Director of IT, Chris Chilton

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