Case Study: Transforming Customer Service Knowledge Management for a Cabinetry Manufacturer

Consultant: Martin Hobratschk

Client Background:  The client is a U.S.-based manufacturer specializing in kitchen and home cabinetry, with 17 different brands sold through major retailers like Home Depot and Lowe’s. The company employs approximately 5,000 people and sought assistance in optimizing its customer service operations.

Challenge:  The client faced significant challenges in its customer service department:

• High employee churn due to an extensive onboarding period for new hires.

• Lack of a structured knowledge management system, leading to inefficiencies in handling customer inquiries.

• A reliance on outdated tools and fragmented documentation stored in multiple locations, making it difficult for agents to find accurate information.

Solution & Approach: Our consultant was engaged to develop a comprehensive knowledge management system to enhance efficiency and reduce onboarding time. Key strategies included:

• Implementing Salesforce Knowledge to centralize and streamline customer support information.

• Establishing a structured taxonomy for content to improve accessibility and usability.

• Integrating AI-powered tools, such as Microsoft Copilot, to assist in content creation and organization.

• Designing workflows to ensure knowledge articles were linked to customer service cases, improving first-contact resolution rates.

Execution & Implementation: The project was executed smoothly, with the primary roadblock being the prioritization of IT resources for implementation. The consultant worked closely with the internal team to:

• Develop and launch the Salesforce Knowledge Base within the agreed timeline.

• Train employees on the new system to ensure adoption and proper usage.

• Provide recommendations for further AI integration to enhance efficiency over time.

Results & Impact: Although the project is still in its early stages, initial outcomes have been positive:

• Improved employee adoption, with agents actively engaging with the new knowledge base.

• Reduction in onboarding time, making it easier for new hires to become effective contributors.

• Increased efficiency in customer service operations, with structured workflows leading to better case resolution.

Conclusion: By implementing a structured knowledge management system and leveraging AI-driven tools, the client was able to create a more efficient and scalable customer service process. The transformation is expected to yield long-term benefits in terms of customer satisfaction, reduced churn, and overall operational efficiency. The company now has a solid foundation to continue optimizing its knowledge-sharing capabilities and enhancing service delivery.