Case Study: Baldwin County Commission improves citizen service with Knowledge Powered Solutions Universal Knowledge

Baldwin County Commission Customer Service Advisors provide expert advice and guidance to citizens with KPS Universal Knowledge

Baldwin County Commission, a large and rapidly growing county in Alabama, needed a better way to help customer service advisors deliver accurate, timely information across a wide range of services, including courts, probate, waste management, parks and recreation, and building permits. The county had been using Knowledge Powered Solutions’ KPS Universal Knowledge for more than 13 years to support its contact centre and employee knowledge sharing needs.

Knowledge Powered Solutions implemented Universal Knowledge/KMS as a single, configurable knowledge platform with advanced search, decision trees, collaboration tools, and web self-service for Baldwin County Commission. The solution helped advisors quickly access and share critical information, and in emergency situations such as the 2020 hurricanes, it enabled rotated-in staff to support 24/7 operations without delay. Baldwin County also extended the system into Probate and continues to expand its use, citing strong support from Knowledge Powered Solutions.

Baldwin County Commission

Shannon Spivey

Customer Relationship Manager