Knowledge Management for Consulting — Customer Stories with Pariveda Solutions
The consulting industry is known for being knowledge-intensive. Those firms that solve problems faster and more creatively win. Even so, coming up with the best solution requires time, technology, and the collaborative effort of all teams. Repetitive requests to the internal IT department are typical backstage things. Pariveda, a leading management consulting firm delivering strategic services and technology solutions, uses OneBar to deal with it.
Pariveda has around 500–1000 employees. Strategy, technology, and execution are their primary tools in handling most complex business issues. Their solutions are entirely custom and oriented on future success, thus, requiring talents to be curious and creative. To keep people busy with challenging tasks, Pariveda integrated OneBar to eliminate routine requests, relieve the IT department, and empower other employees with quick access to vital knowledge.
Challenge
Initially, Pariveda had two primary channels of support:
- Level 1 help desk via call or email;
- The Slack channel, monitored by an IT team.
Employees could call or email an external help desk under a 4-hour SLA (Service-Level Agreement). This channel was far from popular but still financed by the company. Eventually, employees got used to getting help through the Slack channel quickly, leading to the IT department’s overload of tier 1 requests.
Pariveda’s IT team was stuck in a repetitive questions loop and was looking for ways to resolve straightforward cases automatically. At the same time, they needed a solution that would perfectly integrate with the primary tools.
The company decided to try OneBar and help the IT team focus on doing more valuable work and avoid time-consuming onboarding.
“We wanted a solution to relieve our internal team from handling most support questions.”
© Scott Booth, Director of IT at Pariveda
Solution
OneBar, a knowledge management Slack app, uses NLP (Natural Language Processing) to handle questions. It was the perfect option for Pariveda due to the ability of the app to understand the user’s intent and respond with accuracy.
Before the final decision, Pariveda researched other Slack apps, external chatbots, and Q&A knowledge bases. None worked well or wasn’t in the employee’s basic toolkit. The company didn’t want to introduce a new system as previous experience led to confusion.
OneBare natively integrated into the IT support workflow and took the reins of the automatic simple case closing.
“Our longer-term vision is to open it to all Slack channels and have employees add their questions and answers so that OneBar can answer any question in any channel.”
© Scott Booth, Director of IT at Pariveda
Results
OneBar has been a primary IT support channel at Pariveda ever since. It resolves 25% of all IT support questions. The company is introducing it to other support channels, like HR and Sales.
The outsource tier 1 help desk is considering becoming more integrated into Slack to respond on Pariveda’s behalf more promptly. They are researching new support tools to modernize their systems and processes, and OneBar is one of the options.
“In a perfect world, I would love for the bot to be able to learn from past Slack conversations, automatically update its knowledge base, and be able to answer questions based on these past conversations.”
© Scott Booth, Director of IT at Pariveda
If you are looking for a Slack app that will optimize your workflows and resolve support issues, install OneBar and forget about repetitive questions!
