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Project

Tele2 implemented KMS Lighthouse knowledge management system for increase in level of customer service

Customers: Tele2 (before Tele2 Russia AB, Tele2)

Product: KMS Lighthouse (Knowledge Management System Lighthouse)

Project date: 2019/06  - 2019/11

2019: KMS Lighthouse knowledge management system implementation

On December 10, 2019 the Croc reported that Tele2 implemented a single system of knowledge management of KMS Lighthouse. It will provide call center operators, employees of retail and dealers with access to relevant business information on products and clients in the course of service. The project is implemented for Tele2 by CROC IT company together with DIS Group company.

The project is implemented thanks to integration into the product directory and automation of primary migration of content using ETL processes (extract transform load, a data integration method).

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System implementation of KMS Lighthouse will allow us to operate even more effectively with large volumes of data and to succeed in creation of absolutely other format of communication with clients – interactions by "other rules",

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For December, 2019 more than 13 thousand articles are brought to KMS Lighthouse. 3 thousand operators and analysts of contact center and also 8 thousand employees of cellular shops of the operator already use the knowledge base. Daily employees of Tele2 look for answers in KMS Lighthouse more than 50 thousand times.

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In process of technology development in the companies the set of independent corporate systems and also "local" folders with important data in workplaces of employees appears. There is a need for centralized operation by information – knowledge of products and services, clients and also business processes – online. Knowledge management systems are suitable for these purposes. It is a perspective product for the Russian market. Our customers from the bank, financial industry, a telecom, retail plan implementation of this technology in the next 2-3 years,
commented Sergey Malinovsky, the head of voice solutions of CROC IT company
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Integration of a knowledge management system into product Tele2 directory provided automatic synchronization of content in both systems. It allowed users to obtain quicker up-to-date information, at the same time labor costs by updating of content were reduced more than by 4,500 persons/hour. Automatic primary migration of content at system implementation of knowledge management allowed the company to save more than 16,208 persons/hour.

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Use of such technologies does the Tele2 project special in the Russian market,
specified Pavel Likhnitsky, the CEO of DIS Group company
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KMS Lighthouse is integrated with internal information systems of operator – CRM, WebDealer that simplified authorization of employees, for example, of call center operators. It allows to pass "seamlessly" from one information system into another at request processing of clients. Thus search time of necessary information is reduced and time of subscribers is saved. The consolidation KMS Lighthouse with the systems of metrics of Google and Yandex helps to analyze and improve experience of internal users with the knowledge base.

The complexity was that the portal of the knowledge base consists of pages with the dynamic URL addresses therefore not easy to correlate the events made by users on the website with certain pages to analyze their behavior and to check hypotheses. The system of analytics was customized so that to transfer parameters and values which helped to identify pages of the website.

The operability of a knowledge management system in Tele2 is maintained by a service command of CROC. 24/7 Tele2 gets advice on work of KMS Lighthouse and prompt responses on technical issues – fault recovery, software updating, change of settings.