background
The information needed for support was scattered, sometimes outdated, and difficult to access. This was a waste of time and a lack of consistency in customer responses.
Solutions provided
- Shadowing and support activity audit
- Consolidation and improvement of existing documents
- Structuring a knowledge base in Notion, organized by themes
- Creation of clear and up-to-date process sheets
- Implementation of an internal contribution form to allow teams to propose additions or corrections
Results
- Fast adoption by the support team
- Significant time savings in the search for information (use of simple search and AI search in Notion)
- Homogenization of practices and responses provided to customers
- Greater autonomy and operational efficiency
