Case Study: TechStyle Provides Connected Employee Experience

Background

TechStyle is a global membership fashion commerce company focused on reimagining the global fashion business. Founded in 2010, TechStyle has over 6 million VIP members. The company is headquartered in Los Angeles, California, with over 1500 customer care representatives around the globe.

TechStyle’s core values include world-class VIP member experiences, employee health and connection and innovative technology. TechStyle Fashion Group’s brands have collaborated with Demi Lovato, Kelly Rowland, Maddie Ziegler, Rita Ora, and Normani.

Challenge

Prior to onboarding KMS Lighthouse, TechStyle was working with basic search functionality, which led to extensive loading times, limited user experiences and a disconnected information repository.

Thousands of customer care representatives were accessing silos to assist customers worldwide. With TechStyle’s core value of providing premier customer service, the company knew that it needed a better solution.

Solution

With Lighthouse, TechStyle is able to provide a connected employee experience. The company was able to successfully implement Lighthouse and onboard and train all representatives during the COVID-19 pandemic. Now employees have fast and easy access to knowledge.

There is one source of truth in terms of providing assistance to customers and for employees to understand processes. Thousands of knowledge articles were implemented and are now accessible via Lighthouse.

In December 2020,the TechStyle team underwent a one-day training and onboarding process. The TechStyle team implemented Lighthouse within two months, during the pandemic, and today 100% of employees use the knowledge base every day.

“Training happened in one day for 60 minutes. This saved us so much time, money and resources. Now we have a platform that our team actually knows how to navigate. 2021 is all about demonstrating the value that Lighthouse has to offer on a daily basis.” Chase Labrador, Senior Manager of Communications at TechStyle.