Loko-Bank integrates knowledge base

2021: Results of Knowledge Base Integration Project

The pilot of the integration of the Knowledge Base passed in Loko Bank. This was announced on December 15, 2021 by L2U (L2U).

The project provided for a pilot lasting six months, the start of which took place in the fall of 2020. The pilot project involved one of the bank's divisions serving customers of small and medium-sized businesses. As part of the pilot project, it was necessary to solve the problem of combining the entire body of knowledge of the department at one site. Prior to the implementation of our system, the partner did not use specialized tools for knowledge management, which entailed a lot of work on updating data, there were no convenient search and version control mechanisms.

Through the implementation of the system, these problems have been solved and tangible results have been achieved. Especially noticeable use of the product has affected the reduction of the number of errors per operator. With the help of the reporting system, managers can analyze and adjust processes for working with the knowledge base, exclude unused articles, and monitor employees' familiarization with the latest news and changes. Thanks to an advanced role-based system, the configuration of access to information has been simplified, while becoming more flexible.

The pilot project identified problems that could potentially arise when fully implemented, as well as adjusting targets, making them as realistic as possible. The experience of the pilot project made it possible to prepare for scaling the solution to all interested departments.

Key indicators were measured throughout the pilot project. Six months of use of SUSA later InKnowledge the following results are received:

• Key figure Actual implementation effect
• Reduce average processing time per
• cases (experienced employee) 9%
• Reducing Customer Pause Time (Experienced
• employee) 53%
• Reduce errors by 68%
• 1.7% reduction in recurrence

Feedback received from system users:

• Installation of the system was quick and painless. Users were able to start filling the knowledge base before completing training.
• The system interface was convenient and intuitive for 71% of respondents.
• 93% of users noted that after the implementation of the system it became more convenient to work.

As part of our further cooperation, we plan to expand the area of ​ ​ interaction between our system and the rest of the bank's operator groups, introduce a dashboard designer and solve a number of other problems that increase the bank's efficiency. It is also planned to integrate our system with the training portal.