The booking technology company had a lot of challenges with taking care of the 30,000 sites and roughly 400 customers it supported.
The customer service team struggled to find the documents they needed on calls with clients. That’s because they were scattered across multiple platforms — the company used SharePoint, Wikipedia, and Heat.
Plus, there was a mishmash of documents (PDFs, Word documents, etc.) that they couldn’t easily find by searching in their systems. When they could find the right document, the information was fragmented. Agents couldn’t rely on the information being correct.
Then they had the issue of training. It was too long. By design, it took three months to onboard a new employee. In reality, it took six months of training to really make an impact. The training problem was multiplied because the help center struggled with staff retention.