TSA Group Knowledge Management Implementation Case Study

This case study details the implementation of a knowledge management system (KMS) by TSA Group, a call center outsourcing provider in Australia. The document outlines the challenges TSA faced with their previous knowledge management approach, which included inconsistencies across various lines of business and reliance on a document management system that hindered productivity. The objective was to introduce an effective KMS to improve efficiency and reduce support requirements. After evaluating various systems, livepro was selected for its intuitive design and customization capabilities. The outcomes of the implementation included a utilization rate exceeding 95%, a significant reduction in time to locate knowledge, and improved user sentiment, with 98% of users reporting that livepro made their jobs easier. The case study emphasizes the positive impact of the KMS on operational targets and key performance indicators.