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In 2014 ANCILE shed its tiers and applied the Agile Scrum framework a methodology usually reserved for software development organizations to transform its global support team into a collaborative customer success team. By reorganizing into small, cross-functional Scrum Teams, ANCILE naturally adopted an Intelligent Swarming approach, which directed tickets to the right person immediately and prevented customers from being bounced from one team to another. While this approach decreased time to close and had a positive impact on customer and employee engagement, ticket volume remained too high and knowledge silos persisted. In an effort to facilitate knowledge sharing and customer self-help, ANCILE adopted Knowledge-Centered Support (KCS). Adopting KCS can be difficult. In this interactive session, we'll show how the cultural changes driven by the Agile Scrum transformation paved the way for ANCILE's KCS implementation, and how you can ease KCS adoption without a wholesale adoption of Agile Scrum.
Principal, DB Kay & Associates
Customer Success Communications Owner, ANCILE Solutions
Publish Date: October 18, 2016
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Peg Rodarmel, SVP, Subscription Services, Infor
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