Following the implementation of a new identity and access management system, the Bell Access Request System (BARS), Bell decided to rethink its approach to user support.
The distribution of help documents onto different platforms makes searches difficult. The consequences?
- Inefficient loss of time
- Increased call volume to the technical support center
- High level of effort needed to update numerous documents, both in French and in English, each time the system would go through a change
- Difficulties in adequately communicating changes
Medias and Telecommunications