VGZ’s customer service team faced the daunting task of handling a massive volume of customer inquiries every day—relying heavily on stacks of paper documentation and HTML-coded knowledge systems. Content updates were slow, resource-intensive, and error-prone. As the company aimed to expand support across channels like chat, email, and web, it needed a more agile, structured, and scalable knowledge management solution to empower its frontline teams and eliminate outdated manual processes.