Case Study: Shop Direct achieves faster call handling and improved compliance with Knowledge Powered Solutions

When Outdated Systems no Longer Meet Requirements in Online Retail Contact Centre

Leading Online Retail Company, through its contact centre operator Serco, needed a better way to manage more than 1,500 customer service processes across multiple sites. Its existing Excel-based NEMO system was difficult to update, had no search function, and made it hard for agents to find the right guidance quickly for queries such as refunds, deliveries, promotions, and credit accounts. Knowledge Powered Solutions (KPS) was selected to provide a knowledge management solution.

Knowledge Powered Solutions implemented Universal Knowledge, enabling Serco to build decision-tree content, add natural language search, and track all searches and navigation for audit and compliance. The system was rolled out across six sites in just three months, with agents trained and live after a day’s training. KPS helped improve call handling efficiency, speed up updates to processes, support staff with required-reading bulletins, and deliver new management information on usage patterns and agent behavior.