A Dream Team:
Knowledge Center & Salesforce

Company

Medical Device Manufacturer

Industry:

Biomedical

Solution

Knowledge Center

About the Customer

Founded in the 1980s, this customer is a global biomedical manufacturer and digital health technology leader. As a manufacturer of medical devices, customers trust them with their health and its customer service team receives around 10,000 emails and phone calls every week.

Mission

Enable the customer to improve global customer service and customer satisfaction by deploying a modern knowledge base with an agent-friendly interface, the ability to create custom workflows and a robust editorial and feedback system all of which seamlessly integrates with their Salesforce CRM.

1

Challenges

  • Difficult to customize without IT
  • Limited search functionality
  • Few employees able to contribute
  • Unable to easily create custom workflows
2

Why Unymira

  • Purpose-built for contact center needs
  • Flexible user roles
  • User-friendly interface
  • Salesforce integration
3

Solution

  • 3x increase in weekly editorial output
  • Shorter content lifecycles
  • 10x more users with ability to edit documents
  • E-learning and testing

The Result

Knowledge Center was very well received by users and its impact felt immediately. The editorial team was able to triple their weekly output and the content life cycle was significantly shortened. The entire team was able to contribute and the flexible licenses meant 10x more people with editorial access (either partial or full). Automated workflows meant the knowledge managers could focus on quality assurance, standardization and improvements instead of struggle with a growing backlog of manual work.

It’s just been six weeks, but the impact is being felt. Primarily, we see a much faster turnaround on production of knowledge. Documents initiated by the editorial team members now reach publication quickly. We have also been able to reduce the cycle time required for document review with Knowledge Center’s automated workflows.

-Head Knowledge Manager

3x

increase in editorial output

Knowledge Center is the single source of truth for customer support.

Customer Situation & Requirements

Founded in the 1980s, this customer is a global biomedical manufacturer and digital health technology leader. As a manufacturer of medical devices, customers trust them with their health and its customer service team receives around 10,000 emails and phone calls every week. That’s where Unymira came in.

With Salesforce as their customer relationship management (CRM) and case management software, they initially opted for the Salesforce add-on module for knowledge management. After three years, a more mature and robust system was sought with a focus on enterprise-level customer service. Limited features, further development and the high level of effort required for customization had become roadblocks to scaling up customer service and knowledge creation. Moreover, their knowledge base tool was instance-specific, meaning that agents in Australia for example, could not access English-language information from the United States.

Knowledge Center was more than just a tool change for us, it was a total paradigm change for our customer service.

Migration & Implementation

All Unymira’s projects include implementation services and having an existing knowledge base made migration a straightforward task. Initial implementation was completed in April 2019. Even with further phases of the project to come, the switch to a more comprehensive solution immediately begun paying dividends.

Unymira’s consultants did an excellent job on scripting the conversion of our content to Knowledge Center. We had several different Salesforce article types, each with a different set of fields to be incorporated into the final documents. We converted 514 Salesforce articles to Knowledge Center documents.

Knowledge Center has been well received by users. A large part of this can be credited to the company’s involving them from the beginning in the design and configuration process, a best practice for all knowledge base projects. This ensured a smooth transition, improved user experience and increased sense of ownership and participation among employees. Management has been equally satisfied, and Knowledge Center will enable the company to move towards a more KCS-like knowledge creation and nurturing paradigm.

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