BGL Group deploys KMS Lighthouse and strategically improves customer service and knowledge management
BGL Group is one of UK's largest insurance companies. Its main lines of business are vehicle and home insurance, with a range of supplementary products such as breakdown cover, legal protection and personal accident cover BGL Group was formed in 1992 and has since then grown significantly both in size and capability. Within a relatively short time they grew from 30 employees to over 3000 employees making BGL Group a leading digital distributor of insurances and household financial services in the UK.
The system is intuitive, it has a lot to offer from both user and admin perspective in relation to a knowledge management tool.
In order to deal with the rapid growth of their organisation, the need for better document organization became more urgent. Early on they realized the importance of providing their customers with really a high-quality customer experience. In the insurance industry queries can be more complicated therefore they needed to find a way to simplify the experience both for customers and call center representatives. In addition, there was an urgent need to ensure that information passed on between the agent and customer was always accurate and correct. The only way to ensure that was by implementing a knowledge management system across all entities in order to guarantee accuracy and full transparency between their teams.
BGL Group selected Lighthouse to serve all their call center representatives in order to ease their work process. Within a short period of time KMS Lighthouse helped BGL Group build a very robust and reliable knowledge base. This includes building decision trees that enables them to clearly define their work processes and understand each stage within the KM system. The feedback tool is also helping employees to actively share suggestions and engage with the content. Content updates and briefings are easily shared with defined teams. BGL Group also took full advantage of the authorization controls that are now heavily used to ensure different teams have access to their relevant areas of content. With these features, representatives are able to easily search on demand in real time during calls with customers.
Implementing this knowledge management system has had a hugely positive impact on the employees’ work experience and efficiency.