Case Study

The Road to Award-Winning KCS: A Case Study from Paychex

Paychex chose RightAnswers to implement a successful knowledge program using the KCS methodology to optimize call center activities.

The Road to Award-Winning KCS: A Case Study from Paychex

The Paychex customer service and HR organization needed a strong knowledge management program, with knowledge as an integral part of every customer based interaction (emails, service requests, calls, etc.) and lead by example. Previous attempts to implement other knowledge vendors had “less than stellar” results. Paychex IT Support had been following Knowledge-Centered Service (KCS) as its knowledge management methodology which puts knowledge as the focus of all interactions with great success. As a result, Paychex Customer Service decided on RightAnswers and the Enterprise Knowledge Hub as the clear choice for implementing a successful knowledge program using the KCS methodology to help optimize its call center activities.

Download the case study

More resources

Case Study
Western Australia’s Real Estate Institute Enlists InGenius CTI to Deliver a Winning Member Experience

REIWA switches CTI providers to deliver an exceptional contact center experience for members and employees.

Read more

Case Study
UPMC Insurance Services Division launches a scalable proposal process and drives company-wide adoption.

UPMC Insurance Services builds 200+ proposals annually with Upland Software’s Qvidian product. The Proposal Development Team increased content usage 200%.

Read more

Case Study
Informatica increases its reference fulfillment rate to 95% with RO Innovation.

Informatica trusts RO Innovation to provide its sales team with references on demand. The company grew its customer success library 60% with RO Innovation.

Read more