INTRODUCING KMAPMO LLC
Command Your Future
About Us
KMAPMO is a Business Transformation Consulting Agency that has been delivering solutions to clients since 2018. We offer an impressive portfolio of professional consulting services that are completely customizable for your business. Whatever your needs may be, we can make it happen. Get in touch with us today.
Our Services
We provide consulting services in Knowledge Management and Application Modernization including Artificial Intelligence and Machine Learning transformation strategies, end state gap analyses, IT roadmaps, timelines, cost and staffing estimates, vendor selections, implementations assistance, content migrations, UI designs, systems integrations, testing, deployments, training, operations support, Service Now Strategy/Implementation, and Centers of Excellence.
Projects
Insight Engine & Virtual Assistant Evaluation and Selection
One of the nation’s largest Health Care Provider organizations with 39 hospitals and 12.6 million members wanted to significantly invest in Artificial Intelligence and Machine Learning to increase CSAT, FCR, and AHT within its Support Organizations. Worked with a large cross-functional team and Gartner Group to create an RFP for a Conversational AI Virtual Assistant residing in an Insight Engine cloud. Prepared extensive requirements and reviewed vendor RFP responses to select a new Virtually Assisted Knowledge and Support (VAKS) platform and submitted for corporate funding.
Portal Consolidation
Competition in a global high-tech corporation among multiple portal development teams led to customer confusion, information discrepancies, and no consistent findability and usability of information. With the goal of establishing a single portal to hear the voice of the customer and respond rapidly and effectively, identified plan to establish a Consistent User Experience; to provide the Right Information to the Right Audience at the Right Time; to deploy a Common Information Architecture; to consolidate Development and Maintenance environments & teams; to build a seamless integration approach with legacy systems; and to focus on User Self-Service for Sales, Marketing, and Support functions.
Call Center Optimization
Large telco lacked consistent troubleshooting information for 60,000 call center agents, 130,000 total internal users, and 22 million customers. They wanted new self-service tools for Knowledge Management, Service Diagnostics, and Field Support. Worked with large cross functional team and Systems Integrator to provide a self-service Knowledge platform across all channels (Sales, Agent, Store, Technician, Chat, IVR, Social, Video, Mobile, Web, Mail) with Dynamic Response, Consistent Communications, Superior User Experience, Lower Cost Support, Comprehensive Analytics, and Ability to Scale for growth across 10 User Portals.
Global Knowledge Management Roadmap
Large high-tech corporation required a global Knowledge Management Roadmap. Absence of a unified customer experience across all products and services and no single-source-of-truth led to discrepancies in product sales, marketing, and support materials. Defined Scope, Key Assumptions and KPIs; assembled Project Team & Knowledge Management Council; created Project Plan; analyzed KM Repository Structure; built preliminary Taxonomy; established Persona definitions; built document templates; analyzed systems & and tools integrations, estimated Budget, Timeline, and Dependencies.
Migration of Global Knowledge Repositories to Cloud
Inability to provide timely, contextually relevant answers to customers and support agents required a global water treatment company to consolidate multiple global repositories into a single platform. Created a re-useable REST API-based import utility for bringing global content into a single Cloud repository. Streamlined authoring templates and version control processes to support a common, global content authoring standard. Implemented Machine Learning to improve user Search experience, providing less than two second response time to queries. Integrated with Incident Management, Chat, Legacy EBS, Marketing Automation, SAML 2.0, and Community Self Service.