Case Study: BGL Group achieves improved customer service and knowledge management with KMS Lighthouse

BGL Group deploys KMS Lighthouse and strategically improves customer service and knowledge management

BGL Group, one of the UK’s largest insurance companies, needed a better way to organize information as it grew rapidly from 30 employees to more than 3,000. It wanted to simplify complex insurance queries, improve the customer experience, and ensure call center agents always shared accurate, consistent information.

BGL Group implemented KMS Lighthouse to support its call center representatives with a robust knowledge base, decision trees, feedback tools, content briefings, and authorization controls. KMS Lighthouse helped improve employee efficiency and work experience, with the case study reporting a 150% increase in employee productivity, while also enabling faster real-time answers for customers.

BGL Group

Jo Hilder

Project Manager