Electrolux Automates Global Knowledge Management, Increases Article Usage by 10,488% with BMC Helix
Client
Electrolux
Industry
Manufacturing
AI Tech Solution
BMC Helix Knowledge Management by ComAround (KCS v6 Verified)
Solution Provider
BMC Software
Challenge
Electrolux aimed to modernize operations and elevate its global customer experience by simplifying how knowledge articles were translated, managed, and distributed across 30+ markets. The existing process was fragmented, time-intensive, and required heavy manual effort—slowing publication speed and limiting knowledge accessibility at scale.
Solution
Electrolux implemented BMC Helix Knowledge Management (KCS v6 Verified) to unify multilingual content in a single knowledge base, automate real-time translation, and integrate with 80+ global websites. The solution centralized and accelerated self-service article creation, publishing, and access across 30 markets.
Results
Improved NPS in the contact center by 206%. Increased self-service article usage by 10,488%. Reduced article publishing time from 40 days to 90 minutes. Integrated 80 websites. Centralized knowledge in 34 languages across 30 regions. Significantly reduced support calls and improved agent onboarding.
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