Case Study: Arizona Public Service boosts knowledge retention and NPS with Knowledge as a Service

Arizona Public Service boosts NPS 15 points with Knowledge as a Service

Arizona Public Service (APS), the state's largest electric utility, faced significant risk to its investment in a new Oracle customer care and billing system due to historically low employee knowledge retention. Their challenge was to overcome this knowledge loss and ensure employees developed the right habits to use the new system effectively for 2.5 million customers, thereby avoiding non-compliance and a drop in customer satisfaction scores.

To address this, Knowledge as a Service implemented its Ringorang solution, optimizing APS's training content and delivering it in a structured, two-phase engagement to over 400 employees. Employees used Ringorang for five minutes a day, achieving 49% more knowledge retention than the benchmark. This led to a clear return on investment, with APS's Net Promoter Score surging by 15 points. Knowledge as a Service provided the reinforcement needed to solidify critical on-the-job habits.

Arizona Public Service