Case Study: How norm Helped Our Client – a Top Multi-Service Operator – Overcome Their Knowledge Base Challenges

Background

Answer centers are an indispensable part of every company’s online presence. Their easy accessibility for customers and employees enables self-service access to information like troubleshooting guides, FAQs, or product documentation.

An effective knowledge base ensures organization, consistency, and reduces strain on customer-service teams.

Maintaining one that meets these goals, however, requires continuous updates, intuitive usability, and responsive support. Our client — a top multi-service telecom operator — found their knowledge base falling short in all of these areas.

The Problem: An Answer Center Built on Inefficient Legacy Software

Our client came to us with several challenges related to their previous answer center:

❌ Antiquated Software

Their previous knowledge base was built on outdated legacy software that was difficult to scale or customize. Even simple tasks — like updating a graphic on an article — required developer intervention.

❌ Unresponsive Support Team

Whenever technical issues or data inaccuracies arose, the support team behind their legacy system was difficult to reach. Delayed resolutions frustrated both internal users and customers.

❌ Time-Intensive Search Process

Search results returned too many articles. Users were left digging through them to find a specific answer — wasting time and increasing support ticket volume.

The Solution: Migration to norm – Our Easy-to-Deploy Knowledge Base with Built-in AI Generative Search

We transitioned the client to Adrentech’s norm, a highly configurable knowledge platform powered by generative AI.

Here’s how we addressed their core challenges:

✅ Seamless Migration to a Modern, Easy-to-Use Platform

We ensured a smooth migration from their legacy platform to norm. Our no-code interface allows for easy article edits, formatting, and configuration — no developer bottlenecks.

✅ AI-Powered Generative Search Engine

norm’s built-in generative AI search engine understands context and intent. Instead of showing a long list of keyword-based articles, it delivers:

• Direct answers
• Cited source articles
• Ranked related content

This significantly reduces search time for both customers and agents.

✅ 24/7 Support and Personalization

Unlike their old vendor, Adrentech’s support team is available around the clock. With personalized onboarding, regular check-ins, and fast response times, norm offers consistent care whenever issues arise.

Conclusion

With norm’s scalable, AI-driven knowledge base, our client overcame their outdated system’s limitations.

Today, they benefit from:

• A modern, user-friendly platform
• Fast, contextual search responses
• Easier internal edits and updates
• Reliable, 24/7 support

Their knowledge base now serves both internal teams and customers — more effectively than ever.

Interested in seeing what norm can do for your business?
Schedule a demo here and learn about our no-obligation pilot.