Kara Lordan and Ian Vigue from DCU share how KMS Lighthouse transformed the way their organization manages and delivers knowledge at scale.
Before implementing KMS Lighthouse, DCU’s teams faced the all-too-common challenge of fragmented information spread across multiple systems, inconsistent answers, and agents spending valuable time searching instead of serving members. Knowledge lived in silos, making it difficult to ensure accuracy, consistency, and speed, especially as DCU continued to grow.
By partnering with KMS Lighthouse, DCU gained a single, trusted source of knowledge that empowered agents to find the right answer instantly. The platform reduced operational complexity, streamlined onboarding, and drove meaningful improvements in both efficiency and member experience. With a unified knowledge foundation in place, DCU’s teams can now deliver faster, more confident responses every time.
The results speak for themselves: faster handle times, stronger first call resolution, and a knowledge foundation built to scale with the business.
KMS Lighthouse focuses exclusively on Knowledge Management, supported by robust analytics, a powerful search engine, decision trees, tabular format capabilities, and smart workflows providing a complete, enterprise-ready solution for modern knowledge operations.
