Knowledge Management Software

I procured and implemented a Knowledge Management framework for Wesfarmers Insurance, leveraging LivePro software.

Business problem

• Under-utilised Intranet and related resources
• Improve Speed to Competency for new recruits 
• CX and quality inconsistencies, staff confidence around products

What I did

1. Assessed vendor landscape across five different KM vendors
2. Developed business case including approvals for software 
3. Built Business Requirements Document (BRD) for procurement
4. Project managed procurement process for three vendors
5. Once preferred vendor was selected, managed IT, legal and compliance signoff
6. Developed change management strategy for new solution
7. Designed KM governance and content guidelines for migration 
8. Managed Subject Matter Experts to design and develop content
9. Built implementation roadmap, managed migration and stabilisation of new solution
10. Managed engagement strategy to embed new ways of working within organisational routines

Outcomes

• Launched with 300 users as initial 12-month contract for one business unit and one brand, with successes proving an expansion to over 580 users across three business units and two brands. Resulted in an extended contract agreement over a total 36-month contract period. Superseded by a group-wide enterprise solution.
• For existing call centre agents using the new KM solution:
  • Used approved process material for at least 25% of customer enquiries
  • Improved deviation for call hold time, from range 17% – 100% to range 46% – 67% Hold Ratio of total calls handled
  • Improved deviation for calls handled per hour (CPH) from range 1 – 8 calls/hour to managed 1.5 – 3.5 calls/hour, improving First Call Resolution.
• For new inductees (Speed to Competency) using the solution:
  • 8% higher conversion within the first three month
  • 34 seconds lower AHT within the first three months