Case Study: Leading Education Institutions Company achieves improved student self-service and reduced support costs with Knowledge Powered Solutions

Helping Universities to Save Money and Improve Student Services

Leading Education Institutions Company faced surging student enrolments and around-the-clock enquiries that strained contact centres and IT support, creating high costs for contact agents and lost productivity on trivial queries. Knowledge Powered Solutions provided its KPS Knowledge Management system to treat students as customers and centralise access to answers across multiple document formats.

Knowledge Powered Solutions implemented a quick-to-deploy (as little as five days) Knowledge Management solution featuring natural-language search, multi-format indexing, a self-learning “ask the expert” feed, notifications with read receipts, analytics for knowledge gaps, and CRM integration. The result was a shift to online self-service that reduced contact-centre demand, increased first-call resolution rates, freed IT staff to handle complex issues, and delivered measurable operational improvements such as faster deployment and reduced time spent on routine enquiries.