Shelf Helps Fortune 50 Healthcare Leader
Eliminate 60%+ Content ROT and Achieve 95% FCR
100%
Eliminated content ROT
found in 60%+ documents
found in 60%+ documents
225%
content utilization
improvement
improvement
Challenge
The company was in breach of SLA for First Contact Resolution (FCR). The root causes of this were identified as out-of-date, inaccurate documentation or content ROT. Documents and files were also missing critical context and metadata. This led to too many bad answers by their agent assist technology and a loss of trust from their end users.
Solution
They deployed Shelf to:
- Identify and eliminate content ROT and establish content quality assurance for documents and files.
- Fill critical contextual gaps and missing metadata across content repositories.
- Deliver in-context answers and information without friction through their agent assist.
Impact
As a result, they no longer were in breach of contract with a key customer and first Contact Resolution over 95% – an all-time high.
“Only Shelf was able to put an end to the critical content quality assurance issue that was plaguing us for years.”
See how Shelf can help you transform your knowledge management operation
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