TSUM moved the knowledge base for 400 employees to Naumen KMS

2025: Move to Naumen KMS

TSUM switched to Naumen KMS for knowledge management in the client service. As a result, the average processing speed of calls in several channels increased and the adaptation of new employees of the contact center and related divisions accelerated. More than 400 employees have already switched to work with the knowledge base, the total number of users will be 1,500 people. Naumen announced this on June 6, 2025.

Work in the luxury segment has increased requirements for the quality of service, which is directly related to the accuracy and speed of delivery. information To improve the quality of knowledge management, a transition from multiple disparate data sources to a single system was required.

TSUM set the task to speed up the processing of customer requests received through the voice and text channels of the contact center. The Naumen KMS Knowledge Management solution was chosen as a tool that fully met the requirements of functionality and local support.

This system has a smart search function with hints and auto-correction, allows you to create content using a visual editor and templates, as well as flexibly configure access rights, hiding irrelevant information. For the convenience of the employee, information search is integrated into a single operator window. Content changes are tracked in the personalized update feed.

The project covered several departments of the Central Department Store involved in the client service at once. The first to switch to Naumen KMS was the store's contact center, then other departments began to join - logistics, warehouse and courier service. In total, more than 400 employees interact with the system containing more than 1000 articles. The project was implemented within five months and involves further scaling by another 1,100 employees.

The introduction of Naumen KMS has increased the speed and quality of the customer service center. A single source of knowledge makes it easier to keep the knowledge base up to date. The average speed of processing calls through several channels has increased. The adaptation of new employees of the contact center and related divisions has also accelerated.

Our knowledge base on Naumen KMS contains detailed information not only on general issues, but also various subtleties on customer procedures for most departments. This avoids even the slightest inaccuracies that are unacceptable when working in the luxury segment, as well as faster training of new team members, said Andrey Perfilov, head of the call center product development department.

Knowledge management is important not only for the contact center, but also for other departments of the company. In TSUM, after the transition of the contact center to a new knowledge base, related departments also saw new opportunities for themselves and initiated migration, noted Sergei Popov, Director of the Department of Contact Centers and Robotic Systems Naumen.