Knowledge-Centered Service (KCS) Transformation

Context

Following Broadcom’s $10.7B acquisition of Symantec’s Enterprise Security division in 2019, and later the $69B VMware acquisition, the support organization faced significant challenges: fragmented knowledge bases, inconsistent processes across legacy organizations, and the need to maintain service quality during massive transitions.

Approach

Unified KCS methodology across acquisitions
Embedded a knowledge-driven culture by standardizing KCS practices across Symantec, VMware, and legacy Broadcom teams. This included aligning workflows, terminology, and quality standards to create a cohesive self-service experience at support.broadcom.com.

Scaled publisher and coach network
Mentored 1,500+ KCS Publishers and 300+ Coaches on content authoring, editorial standards, SEO optimization, and WCAG accessibility. Developed training frameworks that reduced adaptation time by 20% during integrations.

AI-powered knowledge delivery
Managed an AI chatbot on WebEx and Zoom platforms handling 1,500+ daily interactions. Integrated intelligent search with the unified KCS knowledge base to boost deflection and maintain mid-90s satisfaction scores.

Analytics-driven optimization
Built Python/NLP dashboards to identify content gaps and friction points. Used SearchUnify, Google Analytics, and AHREFS to refine metadata, titles, and canonical tags—driving 1.5M+ monthly pageviews while improving findability.

Change management at scale
Produced stakeholder communications and phased integration plans to minimize resistance during acquisitions. Focused on people-centric transitions and cultural alignment.

Outcomes

• $30M+ in efficiencies over 12 months through targeted knowledge improvements
• Reduced monthly case volume from 35K to 28K (saving ~$400/case)
• Mid-90s CSAT scores maintained throughout acquisition transitions
• 20-35% deflection increase through AI chatbot and self-service optimization
• 25% faster resolution through analytics-informed content revisions
• Successfully navigated two major acquisitions while improving—not just maintaining—knowledge quality