Case Study: Large Local Councils and a Financial Institution achieve restored customer trust and improved front-line service with Knowledge Powered Solutions

Unfortunately the Lack of Trust and Poor Customers Services experiences can often link these two different sectors

Large Local Councils and Financial Institution faced falling public trust and mounting pressure to improve frontline service quality; customers reported poor experiences and agents lacked ready access to accurate, up‑to‑date information. Knowledge Powered Solutions was brought in with its knowledge management software (KPS) to address these gaps in intention and competence that undermine service delivery and reputation.

Knowledge Powered Solutions implemented its knowledge management platform and supporting training to centralise accurate information and make it easily available to service agents, improving competence and confidence at the point of contact. The deployment led to measurable improvements such as fewer errors, faster resolution times and higher customer satisfaction, helping restore and maintain trust and improve service‑level reputation for the Large Local Councils and Financial Institution.