Today, Knowledge Management is a key driver in improving Electrolux customer experience, both with enhanced organizational learnings and process improvements, and shortened turnaround time for structured feedback to R&D.
In 2018, Electrolux decided to focus on Knowledge Management as a key building block for the future. By adding Knowledge Management as a separate function with the authority to impact tools, processes and resources needed, great results have been achieved:
- Contact Center NPS: 206% increase
- Self-service article usage: 10,488% increase
- Time to publish (self service articles): from 40 days to 90 minutes