Lessons learned from Paychex's knowledge management transformation

Paychex, Inc. a leader in the payroll, human resource, and benefits outsourcing industry, was challenged by previously scattered knowledge sources and inconsistent service desk responses. With a comprehensive knowledge management strategy, however, they turned this situation around.

Read this case study to explore Paychex's journey to implement Knowledge-Centered Service (KCS) and enhance knowledge management. Key benefits include:

• Adoption of RightAnswers and KCS to centralize knowledge
• New roles like KM process owners and KCS coaches
• Expansion of KM practices across divisions
• Creation of a standardized taxonomy for over 30,000 articles