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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.
TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.
Peg Rodarmel, SVP, Subscription Services, Infor
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