Updating documentation to boost workforce efficiency
A leading dental benefits administrator needed a better way to create, manage, and share documentation for its custom claims administration platform. As its customer base grew, so did the demand for efficient training and up-to-date system knowledge. Manual documenting processes were slow, fragmented, and difficult to maintain—leading to inefficiencies for both internal teams and customers.
West Monroe introduced a new knowledge management solution that integrated documents directly into the claims system. This transformed how users accessed and applied information, reducing the time needed to create documents by 70% and accelerating new hire proficiency by 50-85%. The company now has a scalable, user-friendly knowledge hub that supports business growth and strengthens their position as a true digital product organization.
