SURGE KNOWLEDGE BASE
Challenge
- Lack of Centralized Information: Teams struggled to access critical documentation, updates, and resources due to fragmented systems.
- Inefficient Communication: The absence of a unified platform for announcements and alerts created confusion and reduced alignment across departments.
- Unclear Roadmap: The executive board lacked a clear, shared roadmap for organizational changes, further complicating internal communication efforts.
- Customer Service Bottlenecks: Frontline customer service representatives were overwhelmed with calls from customers confused about new product iterations or launches, exacerbating inefficiencies.
Goal
The project aimed to:
- Create a fully customized knowledge base accessible to all departments, centralizing documentation and resources.
- Implement advanced search functionality and calendar integration with alerts and announcements tied to individual calendars.
- Enable personalized alerts based on employee seniority to improve relevance and reduce information overload.
- Ensure all teams—from IT to customer service—had the tools and information needed to align with organizational goals and effectively serve customers.
Approach
User-Centered Discovery Process
Before defining the solution, we conducted extensive user interviews across all levels of the organization to pinpoint the root causes of communication breakdowns:
IT Teams: Met with IT teams responsible for creating new products and launches to understand how updates were being communicated internally and externally.
Marketing & Communications Teams: Engaged with marketing and communications teams to identify gaps in how product changes were being conveyed across departments.
Customer Service Representatives: Spoke with frontline customer service reps who were struggling to address customer confusion about new iterations or launches without adequate internal updates or resources.
End Users: Interviewed end users (customers) directly to understand their pain points when interacting with the company during product rollouts or changes.
These insights provided a comprehensive view of the organization’s communication challenges, enabling us to design a solution that addressed the needs of all stakeholders.
Stakeholder Engagement Throughout Development
Regularly collaborated with IT teams, marketing departments, customer service reps, and executive leadership throughout the development process to ensure alignment with their needs and goals.
Results
Improved Internal Communication: Teams gained access to a centralized hub for all documentation, updates, and announcements, significantly improving alignment across departments.
Enhanced Efficiency: Advanced search functionality reduced time spent locating information, boosting productivity for sales and customer support teams.
Streamlined Alerts: Personalized notifications based on seniority ensured employees received only relevant updates, reducing distractions while improving engagement.
Executive Alignment: The executive board benefited from a clear roadmap integrated into the knowledge base, enabling better decision-making and strategic planning.
Customer Service Empowerment: Frontline representatives were better equipped to handle customer inquiries about new iterations or launches thanks to real-time access to accurate information.
Increased End-User Satisfaction: Customers experienced fewer frustrations as internal teams became more informed and aligned when addressing inquiries or concerns.
Adoption Across Teams: The mobile-friendly design and intuitive interface encouraged widespread adoption across all departments.
By conducting extensive user interviews before defining the solution, we ensured that the custom knowledge base addressed real pain points across IT, marketing, customer service, and end users alike—resulting in an agile communication system that empowered employees at all levels while fostering alignment with organizational goals.CUSTOM KNOWLEDGE BASE:
CUSTOM INTERACTIVE CALENDAR:
WORKFLOW:
