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Monday, May 8 • 4:00pm - 4:50pm
Supporting Customer Advocacy with Intelligent Knowledge Management

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Express Scripts recently developed an enterprise-wide knowledge management system focused on improving efficiency and quality, as well as reducing operating costs. Steve will share his experience using MadCap Flare and other tools to develop a centralized Knowledge Management System. He will also share tips and principles his team used to successfully implement our “Support Customer Advocacy with Intelligent Knowledge Management.” Hear about the substantial benefits to both users and the enterprise as a whole including: improvement in overall quality; reducing average call handle time; and reducing inappropriate/unnecessary transfers/referrals. 

avatar for Steve Pfeilsticker

Steve Pfeilsticker

Sr. Business Systems Analyst, Express Scripts
I'm a knowledge management and technical communications professional with 16 years of experience in technical writing, web/system development, and project management. I'm currently a Sr. Business Systems Analyst at Express Scripts in Bloomington, Minnesota. My job involves building... Read More →

Monday May 8, 2017 4:00pm - 4:50pm EDT
Baltimore 1/2