Vertex experienced a steady decline in its metrics for knowledge creation and knowledge re-use with its current knowledge management (KM) solution. The company also planned to implement a web self-service channel that would enable its customers to search for answers without any agent assistance.
Moxie Knowledge was deployed internally to help agents resolve customer queries more efficiently, while Moxie Web Self-Service was integrated with the myVertex portal to help customers independently research their answers.
Vertex is a leader in tax technology and helps corporations streamline their tax process. Since 1978, over 10,000 corporate customers have relied on Vertex for innovative tax processing solutions.
We set an objective to return to and exceed our all-time highs in knowledge creation and knowledge sharing metrics.”- Gregory Willrich, Director, Business Applications, Vertex Inc.
As a dominant player in a well-defined niche, Vertex implements technology in an innovative way: to advance operational capabilities, help drive performance, and establish a competitive advantage. The company runs a SCP certified call center that provides multi-channel support via email, phone, chat, and web self-service. While responding to customer queries, the agents searched for the right answers in a knowledge base, which they weren’t happy with. “Our agents struggled to adapt to the prior solution’s user interface. This resulted in a steady decline of our metrics for creating and sharing of knowledge,” states Gregory Willrich, Director, Business Applications, Vertex Inc.
Willrich further shares that call interaction times can exceed 30 minutes based on proprietary technical and environmental complexities. With this, Vertex identified an opportunity to enhance its web self-service. Empowering customers to find immediate answers to simple questions, without having to reach out to an agent via phone or email, would enhance the customer experience and reduce the cost of servicing clients via assisted, expensive channels.
Moreover, customer retention and loyalty is an extremely high priority for Vertex and the decline in knowledge metrics was impacting customer satisfaction. This prompted Vertex to renew their focus on knowledge management and web self-service initiatives.
“We were looking for a solution that offered natural language search, an intuitive interface for managing knowledge, and also a cleaner integration with the company’s myVertex portal. Moxie’s solution featured all that we needed and was recommended by a fellow SCP company that had greatly benefitted from the solution,” says Willrich.
Vertex performed a rigorous proof of concept and Moxie’s sales team was called onsite for a live demo. Willrich explains, “We gave a sample set of our knowledge and use case, along with the questions and relevant answers. On the day of the demo, we were able to validate 90% relevancy rate –– even with the questions we hadn’t provided ahead of time.”
The proof of concept was hugely successful and Vertex was certain that Moxie was a great fit for their need. As the next steps, a joint project team was formed to kick off the project. With support from Moxie’s professional services team, Vertex successfully deployed and integrated Moxie Knowledge, which they called ‘Lite’, with their Oracle CRM. This integration enabled agents to pre-populate the data relevant to the case they are working on and also allowed agents to add information via Moxie Knowledge directly into the case resolution.
As a part of their web self-service project, Moxie Web Self-service was seamlessly integrated with the company’s customer portal, ‘myVertex’.
Doug Elliott, Director, Customer Support, Vertex Inc, adds, “Moxie partnered with us to achieve our desired results ––accommodating our intricate requirements and working with us from the original scoping of requirements, throughout the design, training, user acceptance testing, and implementation phases. Their support continued into operational adoption to ensure success and to achieve the value we were seeking for our customers and operation.”
Our engagement with Moxie has been a complete success and we continue to improve and build upon it. We have exceeded our expectations for knowledge reuse across the operation, while elevating our internal knowledge sharing and driving a significant level of call deflection into our contact centers.” – Doug Elliott, Director, Customer Support, Vertex Inc.
Willrich notes that the community of tax professionals is fairly conservative in nature. The challenge is meeting them where they are, and providing them with access to different channels. Calls are extensive, and the process is engaging.
“We set an objective to return to and exceed our all-time highs in knowledge creation and knowledge sharing metrics. We also needed to realize a steady increase in the average number of cases closed per agent. With [Moxie Knowledge and Web Self-Service], we successfully achieved our goals and experienced more than 2% call deflection in the first year itself,” shares Willrich.
Moxie Knowledge has helped Vertex combat their challenges and improve customer satisfaction, while reducing costs. “[Moxie Knowledge] is a good solution that honors the workflow of the agents, while providing access to a powerful knowledge base,” adds Willrich. The solution has helped agents easily disseminate critical information across multiple channels, and resolve queries more quickly.
Lastly, Elliott highlights, “Our engagement with Moxie has been a complete success and we continue to improve and build upon it. We have exceeded our expectations for knowledge reuse across the operation, while elevating our internal knowledge sharing and driving a significant level of call deflection into our contact centers.”