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©2015 Kaleo Software. All Rights Reserved.

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Case Study | Viacom

Viacom Transforms SAP Support with Kaleo

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Viacom’s Global Business Services (GBS) team relied on a phone, email and ticketing-based help center to address employee questions about the company’s Enterprise Resource Planning (ERP) system, SAP. According to Lori Nicholson, EVP, Global Business Services & Continuous Improvement, at Viacom, “We were looking for a better way to provide support to our SAP users.”

Cost wasn’t the only challenge in keeping up with the need for answers. The sheer amount of information available was daunting, for both help desk employees and users.

Accurate information wasn’t standardized, as users connected with individual help desk employees on each ticket. According to Emily Arnone, VP Continuous Improvement, “We had this wealth of information and a wealth of resources for our end users, but it was like looking for a needle in a haystack.”

Challenges

Why Kaleo

“Kaleo is probably the greatest game changer that we’ve had since we’ve gone live in SAP, and we can’t wait to do more.”

Lori Nicholson, EVP, Global Business Services & Continuous Improvement, Viacom

SUPPORT COSTS:

Relying on Viacom’s help desk was no longer the right solution for addressing employee questions, neither was their enterprise social network. Both fostered one-off solutions that taxed the most knowledgeable workers.

COLLABORATION & DISCOVERABILITY: Viacom’s social network connected employees, but was highly inefficient in ensuring the timely accessibility and consistency of information. The team knew any new solution had to enable employees to find answers about SAP immediately, on thousands of topics, without wasting time sorting through posts or deciphering threads.

QUICK IMPLEMENTATION: The GBS team decided to implement Kaleo but still faced a significant challenge. Viacom needed the service rolled out and accessible in a short time frame. Fortunately, Kaleo requires only a mere 3-4 weeks to implement, 94% less time than the 12-18 month rollout of traditional knowledge solutions. “We were under a time crunch and wanted to go live in the month of July,” said Nicholson. “Kaleo doubled up their efforts, and we actually went live 30% ahead of schedule.”

2041 Rosecrans Ave., Suite 245, El Segundo , CA 90245

©2015 Kaleo Software. All Rights Reserved.

sales@kaleosoftware.com

www.kaleosoftware.com

Because you want answers. Fast.

Having your most valuable employees

answer the same questions over and over is

costing you money. With Kaleo, your

experts answer questions only once, and

their answer is available to your entire

organization.

It’s time to beproactive

Passive systems require employees to

look for answers themselves. But not all

employees are motivated to be

proactive. With Predictive Sharing, Kaleo

shares the answers your employees

need, even before they ask.

Your experts are overloaded.

It takes too long for your employees to

�nd answers, and most will give up on

their search halfway. Kaleo provides your

employees with concise, actionable

answers they can apply immediately.

Why Kaleo?

Results

STANDARIZED HOW EMPLOYEES USE SAPFor Viacom, seeing a consistent ROI on SAP means helping employees use the ERP the right way—and the same way—across the organization. “What Kaleo has allowed us to do is institutionalize our knowledge base. That’s powerful for us. So no matter who is asking the question and whom they’re asking the question of, they’re going to be getting the same answer,” said Nicholson. “And may I add, a better answer to the question than they would have had calling into our help center.”

SAVED TREMENDOUS FINANCIAL AND PEOPLE RESOURCESViacom’s previous reliance on help desk support came at a high monetary cost. It was also a waste of people resources, with employees answering redundant questions instead of using their talents to do more value-added work. “Since we went live with Kaleo just three weeks ago, we are already in the process of shutting down our phone support and our email support. Users will rely 100% on Kaleo,” said Nicholson.

GAINED ACCESS TO KEY METRICS AROUND EMPLOYEE IMPROVEMENTFor a team focused on continuous improvement, access to good data is crucial to not only addressing challenges but making smarter long-term decisions. “Running a global businesses services group, metrics are key to understanding what employees are doing on an ongoing basis,” said Nicholson. “The dashboard for Kaleo has been so instrumental in how I run my business.” Added Arnone, “Kaleo takes the guesswork out of our jobs in continuous improvement and allows us to quickly devise solutions.”

Case Study | Viacom