Google-Like Search, Confident Agents

The Challenge: “Search pain slowing agents and frustrating customers”

Before USU, Colony Brands struggled under mounting pressure: Agents sifted through nearly 1,000 text‑only documents stored in a homegrown system, with weak search and wildly inconsistent answers. Handling 75% of business through incoming calls, they felt the strain every day—search was slow, frustration flared, emails turned to verbal notes and agents pushed back, overwhelmed by out‑of‑date info. Every misspelling or phrase typo meant lost time, angry customers and deflated morale. The team knew they needed change—and fast.

The Solution: “Knowledge Center delivered Google‑like search and real feedback loops”

In April 2019, Colony Brands launched USU’s Knowledge Center across all call centers. They began with a full audit, merging duplicates and updating outdated articles. The central platform brought intuitive, typo‑tolerant search, smart autocomplete and active learning from agent behavior. Editorial workflows replaced ad‑hoc Word doc emails, enabling seamless review and conditional content. Agents could now submit feedback directly and immediately—all without chasing supervisors. What surprised them most? The feedback tool: a quick click, and editors got 40‑50 submissions weekly. Suddenly, collaboration felt real—and fast.

The Result: “Agents empowered; faster support, better content, happier teams”

Today, support documents dropped by 59% (from 961 to 395), now enriched with multimedia like images and charts. Search time and call handling dropped dramatically and agents enjoy rapid feedback cycles. The editorial process is smoother, with standardized workflows and approval steps. Agents feel heard, appreciated and supported. Management sees consistent answers, fewer escalations and stronger first‑call resolution. The transformation brought confidence: service became faster, more accurate and more collaborative—making both agents and customers happier.