Case Study: GE Healthcare cuts error rates and shortens training time with KMS Lighthouse

KMS cuts error rates for GE Healthcare's life saving machinery and shortens training times with work guides in 3 clicks or less

GE Healthcare, a leading global medical technology company, faced a significant challenge in its call center, which handles over 400,000 complex and highly regulated service calls annually. The intricate web of processes for various medical equipment and unique client agreements made it difficult for agents, leading to errors that could critically impact patient care. GE Healthcare partnered with KMS Lighthouse to implement its knowledge management solution with the goals of drastically reducing error rates and shortening new agent training times.

The implementation of the KMS Lighthouse system was highly successful, driving GE Healthcare's error rate down to a record low of 0.12%, far surpassing its initial goal. Furthermore, the solution dramatically shortened the learning curve for new hires, who began meeting quality and efficiency targets in under 90 days instead of the previous six months. KMS Lighthouse provided agents with instant access to work instructions in three clicks or less, which was a key factor in improving both the efficiency and accuracy of the support team.

GE Healthcare

Burgh Hughes

Senior Manager, Call Center Operations