A Dream Team

• Using Salesforce CRM and Salesforce Knowledge
• In-house developers weren’t familiar with Salesforce Knowledge
• Implementing changes and customizations required an IT project and Salesforce developers which made the process for changes time-consuming
• Contributing knowledge required an expensive “Knowledge Author” license
• Few employees could contribute, creating a bottleneck with content requests that often took months to fulfill
• Unable to easily create custom editorial workflows
• Search functionality was limited

ResMed's global support team needed more than just access to information—they needed the right knowledge at the right time. But with support teams spread across the world and a growing volume of content, locating accurate answers quickly became a serious challenge. Their agents were spending too much time digging through documents, which impacted both response speed and service quality. What they needed was a smarter, faster way to work.

"Salesforce Knowledge was fine as a starting point, but when you need a professional knowledge base, talk to USU." ResMed Team

We partnered with ResMed to roll out USU Knowledge Management. By connecting content, improving findability, and streamlining updates, we helped unify their knowledge across regions and teams. With guided workflows and intelligent search, agents could now get the answers they needed—without wasting time. Our experts supported every step, from rollout to training, to ensure a smooth launch and fast adoption.

Why USU

• Focused on the needs of customer service and contact centers
• Knowledge management software’s flexible user roles (no editor license required)
• Easy access to UI and workflow customization
• Salesforce integration available on the AppExchange
• Competitive pricing compared to others 

Requirements/Goals

• Migration of Salesforce Knowledge content to new system
• Easy to use and configure with flexible licensing
• Ability for all users to contribute to the knowledge base
• Incorporate knowledge management and creation into the workflows of the entire customer service team for the Americas
• Reduce complaints related to incorrect answers by service team members

"USU’s consultants did an excellent job on scripting the conversion of our content to USU's active knowledge base. We had several different Salesforce article types, each with a different set of fields to be incorporated into the final documents. We converted 514 Salesforce articles to USU documents." ResMed Team

Today, ResMed's support agents solve cases faster and with more confidence. They reduced time to information by 30 percent and improved first-contact resolution across the board. With one shared platform, their teams speak the same language—no matter the location. The best part? More satisfied customers and a support team that’s proud of their tools.

Benefits

• 3x increase in weekly editorial output
• Shorter content lifecycle from content request to publishing via automated workflows
• Increase from 2 people with editorial privileges to nearly 20
• Knowledge managers can focus on QA, review and standardization vs. struggling with backlogs of content requests
• Incorporating e-learning and testing
• Increased sense of ownership of knowledge and participation  by customer service team

"It’s just been six weeks, but the impact is being felt. Primarily, we see a much faster turnaround on production of knowledge. Documents initiated by the editorial team members now reach publication quickly. We have also been able to reduce the cycle time required for document review with USU‘s automated workflows." ResMed Team