Case Study: Serco achieves faster, more efficient call handling with Knowledge Powered Solutions' Universal Knowledge

Knowledge Management significantly improves the call handling process

Serco, operating Shop Direct contact centres across six sites and handling thousands of customer queries daily, faced limitations with an Excel-based process system (NEMO) that made updates slow, offered no search, and provided no management information. To address this, Serco engaged Knowledge Powered Solutions to deliver a knowledge management solution (Universal Knowledge) with natural-language search and decision‑tree process configuration.

Knowledge Powered Solutions implemented Universal Knowledge in three months and rolled it out across all six sites with a day’s training, allowing Serco to configure 1500+ processes as decision trees, deliver targeted bulletins, and capture full audit trails. The result was faster process creation and updates, immediate management information (showing most-used processes and shift/geography variance), improved contact-centre efficiency, reduced training time and quicker agent competency, and more consistent customer responses.

Serco

Cath Pearson

Change Manager