Case Study: Symantec Uses Relevant Knowledge Content To Better Serve Customers

Symantec, a provider of security, management, backup and recovery, data availability, and data loss prevention products, was considering novel ways to make relevant content available to its technical support engineers (TSEs) and customers in a timely manner in an effort to increase customer satisfaction and reduce operational bottlenecks. The firm's Enterprise Support Services organization used eight best practices when rolling out a new knowledge program in which TSEs took collective responsibility for the accuracy, completeness, and relevance of content. The result? More than 2,000 pieces of new or improved content are added to the knowledge base on a weekly basis. Symantec was able to shave weeks off the average time to publish articles, and the company saw its operational costs decrease by $500,000 a year.