The client’s business model is ‘publishing for all,’ and requires customers to be guided through a process with many nuances.Information is lifeblood for their customer support agents in three countries. However, these customer support agents sought information from multiple sites and were unable to consistently provide accurate information to customers. By creating a unified knowledge management system (KMS), CSS Corp has empowered customer support agents to be fast, fluid and focused enough to please customers, perform and drive profitability.