2022 KM PROMISE AWARD WINNER: KMS Lighthouse
Many companies surmise that their technology is the best knowledge management solution. One of the greatest challenges for organizations purchasing these technologies is determining which of these companies will deliver on this promise.
This award is given to the organization that is providing innovative technology solutions for customers by implementing and integrating knowledge management practices into their business processes. The award-winning organization demonstrates how it goes beyond simply delivering technology to working with clients to ensure that both the technology and knowledge processes are embedded into the work processes. In other words, it helps organizations realize positive business results.
During the KMWorld 2022 conference, on Thursday November 10, KMS Lighthouse was announced as the winner of the 2022 KM Promise Award.
KMS Lighthouse is a leading SaaS knowledge management company supporting global enterprises with accurate and consistent knowledge. The solution empowers employees, agents, and customers with real-time access to knowledge to improve customer and employee experience alike.
The Challenge
KMS Lighthouse has deployed its technology globally across multiple industries. TechStyle Fashion Group is both a fashion and technology company with over 6 million VIP members. The company includes numerous brands including JustFab, FabKids,ShoeDazzle, and Fabletics including joint ventures with Rihanna and Kevin Hart. The company needed a platform which to support fast changes every month to keep up with its hypergrowth.
Strategy
TechStyle Fashion Group implemented the KMS Lighthouse technology across its organization, with 100% of their employees from agents, business managers, and trainers, to quality specialists using Lighthouse every day and confirming all important knowledge updates. Across their agents they are now accessing all information required in 30 seconds or less and with no clicks compared to their previous platform. This is equating to massive wins for their thousands of global employees and thousands of member interactions.
Results
By implementing KMS Lighthouse’s solution, TechStyle has achieved its goals of developing knowledgeable teams to make their member experience seamless. The importance of this was escalated throughout the pandemic due to the high level of customer contacts and a fast deployment was paramount.
KMS Lighthouse supported Techstyle to achieve this and kickoff to production was in less than 45 days which helped the shift from the office to work from home as Lighthouse helps the teams get knowledge anywhere they are, this included their retail stores in Honolulu, Hawaii to teams in the Philippines working from home across on laptops, mobiles, and tablets.
Within a year of deploying the KMS Lighthouse solution TechStyle saw a 18% reduction in call handing time and a 25% reduction in the average time spent on an online chat as well as a 75% reduction in training and onboarding for new agents.
KMS Lighthouse has supported numerous global enterprises over the last years particularly with the digital transformation and rapid transition to support hybrid working. KMS Lighthouse has assisted Bank of America to deploy a new implementation for technical support teams, Marks & Spencer to drive automations, and Delta Dental to enable agents to provide consistent answers to customers. KMS Lighthouse’s teams are helping organizations globally with leading technology, knowledge focus and experts providing guidance and support during these rapidly changing times.