Customer Success Stories: SAP America

SAP America - SAP Americas is a subsidiary of SAP AG, the world's largest inter-enterprise software company and the third-largest software supplier overall. SAP Americas's corporate headquarters is located in Newtown Square, PA, a suburb of Philadelphia.

To help this Fortune 500 company to manage and support their Human Resource Call Center. They needed a web-based system that would organize and present documentation regarding HR policies and procedures. This help desk solution needed to be quickly referenced and easily maintained by the Human Resource department. It also needed to allow HR call center representatives to have access to HR policy and procedures for other divisions. The system needed to have permissions based security, audit trail and be very searchable.

After one of P-Wave's business partners collected all of the customer's internal HR documentation and formatted all of the documentation to provide organizational consistency, it was loaded into the Knowledge Vault. The Knowledge Vault system allows call center agents to answer a caller's questions directly from the Knowledge Vault in three mouse-clicks or less. The ROI for the customer since implementing the system has been immediate and compelling: The customer was able to reduce the number of Tier 2 HR call representatives from 38 to 8. The saving in year one was approximately $1.5 million. The customer is now able to handle 90% of all HR questions and inquiries successfully at the Tier 1 level by using the Knowledge Vault. Average call time has been reduced from 15 minutes to 3 minutes. The Knowledge Vault has enabled the same call center to service two business divisions in North America with a third planned for this year. Documentation maintenance costs have been significantly lowered. The KnowledgeVault when applied to a complex information structure and complex procedures provides a fast, efficient and accurate method for accessing materials and for managing the content. In addition to its powerful search and reference capabilities, Knowledge Vault has a sophisticated content management system with a built in audit and end user management system. It can also be bundled with P-Wave's other products, the TrainingCenter and DocVault, to give companies a full-featured learning content management system and document management system.