Paychex’s Road to Award-Winning KCS™

In 2007, we made two critical decisions in quick succession: we implemented RightAnswers and made the conscious decision to follow the Knowledge- Centered Service (KCS™) methodology.

We were committed to making KCS part of our DNA. To that end, we held a formal kick-off introducing KCS and establishing knowledge as our product and UFFA as our focus.

We trained the entire support organization and added new process roles, including KM process owners, knowledge managers, and KCS coaches. Our initial implementation focused on our service desk, followed by the implementation of a problem management process and a self-service portal called Ask IT.

As other divisions learned more about our successes, they turned to us for guidance on expanding our KM practice and building Ask IT out into an enterprise solution.