How Lessen Streamlined Knowledge Management with Bloomfire

Lessen is a technology-driven property services company connecting property owners and managers with a vetted network of 30,000 service affiliates. With over 3.5 million annual services delivered across one million properties, Lessen’s mission is to ensure safe, comfortable, and efficient property management.

The Challenge

Imagine this: a call center agent at Lessen receives an urgent question from a client about a policy update. The agent scrambles through shared folders on the company server, unsure if the document they’re referencing is accurate or up to date. With every passing minute, the client grows more frustrated, and the agent’s confidence dwindles.

This was a daily reality for Lessen before implementing Bloomfire. Teams were stuck navigating fragmented systems that hindered collaboration and operational efficiency:

• Fragmented Information: Teams relied on a shared folder system, leading to silos and confusion over document versions and access.
• Inefficient Search and Navigation: Employees struggled to locate client-specific information quickly, resulting in delayed response times in high-pressure situations.
• Content Management Complexities: Managing multiple client policies and ensuring version control across their growing network presented ongoing challenges.
• User Experience and Engagement: The existing system limited adoption and hindered seamless access to information.

As one Lessen team member explained, “Before, we had a lot of very siloed information. Using a shared folder on our company server, it was difficult to keep track of versions or who had access. Now, being able to control all of those things has been crucial.”

The Solution

To address these challenges, Lessen partnered with Bloomfire to implement “The Source,” a centralized and intuitive knowledge management platform. Bloomfire transformed its knowledge-sharing process through:

1. Centralized Knowledge Base: The Source consolidated operational processes, client guides, and policies into a single platform, eliminating silos. Employees gained confidence in accessing accurate, up-to-date content quickly and easily.
2. Enhanced Search Functionality: Leveraging features like synonym matching and filtering, Bloomfire ensured that relevant client information was accessible in seconds.
3. Streamlined Content Management: Curation workflows allowed Lessen’s team to regularly review and update documents without overburdening subject matter experts.
4. Operational Efficiencies: Embedding live client contact lists and instant updates reduced call times, enabling service affiliates to deliver faster quotes and complete work orders efficiently.
5. Proactive Support and Collaboration: Regular feedback loops with Bloomfire’s team, along with features like customizable boards, tailored the platform to Lessen’s evolving needs.

A team member noted, “The source is very quickly accessible. We can update it and ensure everything is accurate very quickly. That’s where Bloomfire really shines.”

The Impact

Bloomfire transformed how Lessen delivers world-class customer service:

• Faster Response Times: Call center agents accessed answers instantly, reducing hold times and improving client confidence.
• Higher Customer Satisfaction: Lessen’s surveys now average a 4.85 satisfaction score, reflecting improved service quality enabled by Bloomfire.
• Streamlined Rebranding Efforts: During a merger and rebranding initiative, Bloomfire facilitated rapid asset updates, ensuring seamless alignment across all locations.
• Informed Decision-Making: Analytics on zero-result searches helped identify knowledge gaps, enabling proactive content updates.

Looking Ahead

Lessen is exploring deeper integration with tools like SharePoint and leveraging Bloomfire’s innovative generative AI features to enhance the user experience further. Their vision is to anticipate and respond to customer queries in real-time, driving even greater service excellence.

Conclusion

Lessen’s partnership with Bloomfire demonstrates the power of tailored knowledge management solutions. By centralizing information, enhancing search functionality, and enabling seamless collaboration, Bloomfire has become an indispensable asset in Lessen’s journey toward operational excellence and superior customer service.