Case Studies: Knowledge Base Selection and Integration: Home Warranty Provider IT Transformation

ImagineX partnered with FNHW to help them transform the way they “do” business by modernizing their technology stack and they way they fundamentally go to market with new features to support their day to day business operations.  On of these workstreams is a business process redesign and associated Change Management related to the new processes and systems.  As part of ongoing training and self help for their internal custom CRM as well as their web customer self service application, ImagineX recommended JIT/on demand training to supplement more traditional call center agent training.

ImagineX leveraged our internal vendor assessment tool to research best of breed tools/software , conduct a formal RFP process, gather business use cases, work with client on prioritization of features, and be the primary point of contact with the multiple vendors from a technical integration perspective.  8 week engagement.

Not only was ImagineX able to provide a recommendation for selection based on long term fit for the client but ImagineX also negotiated licensing with the vendor, untimately securing an additional $150K in discounts over the 3 year term. ImagineX then worked closely with the vendor to finalize the conceptual architecture and integration points between the Knowledge base system and the custom CRM and web applications. Throughout the implementation, ImagineX became a SME with the product and led the rollout and ongoing process changes required to support addition of training materials to the repository.