Telenet using Drupal for knowledge base

Telenet, the largest provider of broadband cable services in Belgium, wants happy customers, and customers are happy when they can solve any problems or answer any questions concerning a company's products on their own, or by simply calling a friendly helpful client advisor.

Telenet recently decided that their proprietary knowledge base -- known as the "Rolls Royce" of knowledge bases, was too expensive, hard to use, and that the vendor behind it was slow to respond to change requests or to fix bugs. Taking matters into their own hands they decided to develop the new knowledge base using Drupal.

Enlisting the help of Dataflow and Acquia, they managed to not only recreate the functionality of the old knowledge base, they enhanced it to have new features as well, such as awesome faceted search powered by Apache Solr. In fact, the new Drupal based solution was developed and launched using just the budget that Telenet had set aside for maintenance and bug fixing for the former proprietary knowledge base software!

One other cool feature is that Telent's client advisors use one copy of the knowledge base inside the Telenet firewall, and have special permissions to see extra inward facing content, while Telenet's customers access a copy of the site that lives outside of the firewall. You can check out the external knowledge base at http://onlinesupport.telenet.be/ .

Telenet online support

Telenet is happy enough with the new website that there are more Telenet-built, Telenet-hosted Drupal sites on the way.

Comments

Alejandro Garza (not verified):

It's always encouraging to hear stories of successful Drupal implementations. Even better when we can see how clients save money and earn the freedom that goes with using OSS all while improving their services!

And, it totally made my day (so far) when I found out they're using one of my modules (Apache Solr Autocomplete). =)

So, cheers!

December 10, 2010
Ed (not verified):

We are working on the same thing at our company. By chance do you know how they are getting their knowledge from the internal dataset outside their firewall for the customers? Are they using something in Services? Node Export?

December 10, 2010
venkat-rk (not verified):

Is the support site all articles or is there an interface for customers to submit tickets that's integrated with the support portal? I couldn't figure this out because of the langugage.

If yes, it would be great to know how this is being done.

December 13, 2010

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