Case Study: Colony Brands achieves faster, more accurate agent support with USU Knowledge Management

Colony Brands levels up its customer service with USU

Colony Brands, Inc. turned to USU Solutions after agents were struggling with nearly 1,000 text-only documents in a homegrown system, slow and inconsistent search, and outdated information that made customer support harder and more frustrating. The company needed a better way to help call center agents find accurate answers quickly and reduce frustration for both employees and customers.

USU Solutions implemented USU Customer Service Knowledge Management, launching Knowledge Center across all call centers with a full content audit, duplicate cleanup, updated articles, typo-tolerant search, autocomplete, and editorial workflows. The result was a 59% reduction in support documents, faster search and call handling, improved first-call resolution, and 40–50 agent feedback submissions each week, helping Colony Brands, Inc. deliver more consistent service with happier agents and customers.

Colony Brands, Inc.