Knowledgebase Migration project
The Task
A UK based public body needed assistance in the migration of an intranet-based document knowledgebase to Zendesk Guide.
The Project
Our customer, who are a UK based public body, had been using the Zendesk Customer Experience solution to field support calls to several departments, whilst maintaining a separate document knowledgebase on the same platform that their intranet was based on.
This repository had grown over a number of years, and was host to a lot of useful, and often business critical, content, but because it was not linked to Zendesk, the advantages of using an CX platform’s integrated knowledgebase were not being realised, resulting in a lot of manual processes, repetition, and general inefficiencies in the call resolution process.
The customer engaged us to assist with the process of migrating their existing knowledgebase into Zendesk Guide.
The Process
The process began with us working with the customer to establish a hierarchical document structure, based on their understanding of which documents were being accessed most frequently and by which areas of the business.
Once this had been established, we established who the content owners were and worked out whether the documents needed updating, and whether the document layout was in keeping with company standards. This process took several weeks, as there were a lot of documents to update, but once completed the customer wanted to create a test instance of their CX tool and create a new knowledgebase there, so that they could understand how to use the knowledgebase solution and tailor it so their customer needs prior to migrating the knowledgebase to their live environment.
Our role at this stage was to help and advise on best practices but overseeing the creation of the new knowledgebase structure, and how this would benefit them with increased efficiencies and overall improved customer service. With this stage completed, we assisted the customer with the migration of their new knowledgebase to their live environment.
One of the other challenges they had previously experienced was the management of the documents used to create the content on the knowledgebase. Their previous processes had led to an unmanaged document sprawl, with no definable record of truth, making the process of keeping both target and source documents up to date difficult. We advised on where we believed that a few changes to their business processes would improve this going forward, and as part of that we implemented a periodic full backup of their document repository, which would alleviate a lot of the issues they were having whilst giving them a comprehensive recovery solution.