Erica Howard, Head of Operations at Markerstudy, shares how KMS Lighthouse transformed the way their organisation manages and delivers knowledge at scale.
Before implementing KMS Lighthouse, Markerstudy’s teams faced the all-too-common challenge of fragmented information spread across multiple systems. Agents were spending valuable time searching for answers instead of serving customers, knowledge lived in silos across departments, and ensuring accuracy and consistency at scale had become increasingly difficult. As one of the UK’s leading insurance groups, operating across a complex and highly regulated environment, the cost of inconsistent knowledge was significant – both operationally and for the customer experience.
By partnering with KMS Lighthouse, Markerstudy 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 customer experience. With a unified knowledge foundation in place, Markerstudy’s teams can now deliver faster, more confident responses every time, regardless of the complexity of the query or the channel it comes through.
The results speak for themselves: faster handle times, stronger first call resolution, reduced agent effort, 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.
