KM²Connect Intranet Platform
Building trust, culture, and engagement with MangoApps
KM² Solutions has centralized resources and unified our team through a modern intranet from MangoApps
December 2023
KM² Solutions enlisted the help of MangoApps to provide a unified homepage and communications center for its international, bilingual teams called KM²Connect. Our agents can easily access timekeeping, training, document management, and company news in a unified, user-friendly space. Meanwhile, our corporate teams benefit from simplified document management and governance, and have mechanisms to reach both broad and narrow segments within the organization. Additionally, deep analytics are available to help us understand employee engagement and the efficacy of our programs.
“It’s nice to know we have a central entity where everybody is checking in regularly. It makes this big organization feel much smaller and helps us get information out to our employee base faster. By providing an environment where people feel connected to what we’re doing, that they’re learning and growing with us, and can take pride in what they do, they will be more excited about their day.”
– Dana Kreiss, Senior VP of Marketing & Recruitment, KM² Solutions
Consistently over
employee engagement
From contract signing to launch in
100%
of product requests fulfilled
KM² Solutions’ previous platform was used as a homepage where the contact center employees would log in, so we knew people throughout the company at least glanced at it. However, there was no data being sent back to help quantify engagement with different communications or campaigns.
“We would post surveys to get employee feedback, for example,” said Kreiss. “I could never tell how many people viewed or clicked on it. We didn’t know if they were actually engaging with the content.”
Discovering MangoApps was a turning point. It offered not only access to vital data but also a way to centralize communications for our employees. Additionally, it provided an opportunity to completely revamp our document management approach, all within a single, integrated hub.
- Centralized homepage for timekeeping, training, content, and news
- Trusted documentation easier to find and verify
- Stronger connection to company culture
- Ability to quickly push out news to everyone and measure engagement
- Unified culture and deeper insights into frontline needs
- Improved document management with automated governance
When KM² Solutions launched KM²Connect with MangoApps, the most immediate and noticeable difference for employees was the platform’s modern look and feel. “It looks sharper, which is actually very important,” said Kreiss. “The landing page has the same information—links to platforms like compliance training and timekeeping—but now we can share information in a more centralized way that gets people involved and engaged.”
Having this platform made it far easier to reach people with company updates and culture, and enables everyone to have social functionality. “We’re doing a better job at sharing promotions and development within our organization,” continued Kreiss. “It’s much more user-friendly and engaging.”
“At KM², we love to be very family-oriented. We try to always promote from within and make sure people are successful and continue to grow. MangoApps further promotes that mentality by opening things up and allowing people to easily chat and see each other’s successes. It keeps everybody more connected.”
– Mike Merling, Director of Application Development
“People love the social aspects of KM²Connect,” said Merling.” They love being able to comment and like things and really stay informed. There wasn’t a whole lot of conversation on our old platform—everything was very segmented. We didn’t have any capability for even something as simple as congratulating someone on a promotion. Now, everyone can provide their feedback or leave emojis for a quick and simple response. Everybody is really loving that functionality.”
One challenge for many organizations is managing internal documents to ensure end users see the most updated information in a secure environment. For KM² Solutions, moving to MangoApps and making use of the platform’s robust content governance engine has been effective. We’ve set up rules, document lifecycles, and file versioning to ensure that the document repository stays clean, organized, and up-to-date in the long run. This has made our compliance team’s lives easier, helped employees find things faster, and made them confident that the content is trusted and protected.
90-95% Employee
About KM² Solutions
KM² Solutions ( KM2 Solutions ) operates contact centers throughout the Caribbean and Latin America, providing outsourced inbound and outbound customer service contact services for voice, chat, email, and mobile. KM² Solutions provides these services to clients in financial services, multi-unit healthcare, insurance services, travel & hospitality, eCommerce, technology & telecommunications, home services, and other sectors. The company provides clients with a host of solutions, including customer support and care, telesales & retention, claims management & processing, appointment setting & schedule management, loan origination & verifications, back-office processing, and technical support. KM² Solutions maintains PCI DSS compliance, completes a SOC 2 audit annually, and has a Compliance Management System that meets the FDIC standards.
