Case Study: Delta Dental of Washington improves customer service and employee experience with KMS Lighthouse

Delta Dental Washington deploys KMS Lighthouse and strategically improves customer service and employee experience

Delta Dental Washington, part of America’s largest dental benefits carrier, needed a faster, more flexible way to manage knowledge as it moved its call center workforce from on-site to remote during COVID-19. Its legacy knowledge management tools were siloed, hard to use, and limited to a small number of content managers, making it difficult to keep agents informed and support a rapidly changing operation.

Delta Dental Washington chose KMS Lighthouse as its new knowledge base and communication hub, giving agents and supervisors a simple way to access relevant content, see updates instantly, and manage permissions by role. With KMS Lighthouse, the company improved consistency, reduced training needs, and gained better insight into employee information needs and usage patterns across 14 teams supporting 3,000 calls per day for 3.6 million covered patients.

Delta Dental of Washington

Stacy Maplesden

Automation Solutions Manager