KCS Verified Vendor Series with ComAround: KM Strategy to Improve Customer Experience

By adding Knowledge Management as a separate function with the authority to impact tools, processes and resources needed, great results have been achieved.

In 2018, Electrolux decided to focus on Knowledge Management as a key building block for the future:

  • Contact Center NPS: 206% increase
  • Self-service article usage: 10,488% increase
  • Time to publish (self service articles): from 40 days to 90 minutes

Today, Knowledge Management is a key driver in improving Electrolux customer experience, both with enhanced organizational learnings and process improvements, and shortened turnaround time for structured feedback to R&D.


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