Learn how Protective Life revitalized its knowledge management practices to support rapid growth and reduce operational friction.

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The Challenge

Protective Life, a leading insurance and retirement solutions provider with over 110 years of experience, faced a critical disconnect between its technology and its operational needs. While RightAnswers was already in place to support nearly 1,500 internal users, the knowledge ecosystem had not evolved to match the organization’s scale and complexity.

Frontline agents experienced significant friction due to an unstructured search experience and inconsistent taxonomy, making it difficult to find reliable information quickly. Furthermore, nearly 90% of contributors lacked confidence in creating or maintaining content, and a legacy interface eroded user trust. Protective didn’t just need a new tool; it needed a complete knowledge ecosystem reset to support its complex, highly regulated service operations.

“Protective’s journey demonstrates what happens when an organization moves from deploying a tool to truly orchestrating a knowledge ecosystem—one that learns, adapts, and drives measurable business performance.”

The Solution

Protective partnered with Upland Knowledge Services to execute a holistic transformation of its knowledge management practices. The engagement began with a comprehensive health check that evolved into a full ecosystem overhaul designed to address the root causes of operational friction.

Key elements of the solution included:

• Taxonomy and indexing overhaul: Implementation of a structured taxonomy to eliminate content noise and improve scan-based findability.
• Role-based content segmentation: Content was segmented by role and piloted to ensure users only accessed information relevant to their specific needs.
• Modernized user interface: Deployment of a sleek, branded UI aligned with Protective’s brand standards to rebuild user trust and drive adoption.
• Comprehensive enablement: Role-specific training for authors, administrators, and trainers to ensure the organization could sustain new processes independently.

The Results

By modernizing its knowledge foundation with RightAnswers, Protective Life now operates with a strong, scalable, and self-sustaining knowledge ecosystem. The organization successfully shifted from ad-hoc interventions to a mature, operationalized knowledge practice.

Key outcomes include:

• Enterprise-wide adoption: The platform now acts as the knowledge backbone for 1,500 internal users and 380+ active contributors across departments.
• Stable governance: Governance structures created during the engagement remain deeply embedded in daily operations, ensuring consistency and repeatability.
• Strategic scalability: Improved search and structured content have enabled new business lines to onboard with significantly reduced friction and training lift.
• High authoring confidence: Clear workflows and standardized naming conventions have restored contributor confidence and streamlined content creation.

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