For operations and member experience leaders
Every branch and every agent gives the same approved answer
Hazel is a procedure centre for SharePoint that iomer builds for your organization and installs in your tenant. Staff search in their own words and land on the exact section, so the answer no longer depends on who they ask.
What changes for operations
Consistent service, and changes that reach the front line
One answer everywhere
One approved version of each procedure, searchable from every branch and the contact centre. Staff never land on an old copy.
Changes that land
Each change reaches the audiences it affects, with a short summary of what changed and a quick read confirmation.
Ready on launch day
Procedures, job aids and FAQs share a future effective date and publish together.
Fewer interruptions
Recommended results for common questions, and gaps reported straight to the owner.
Examples
What it looks like in a working week
Set in an example credit union of about 900 staff. Names and figures are illustrative.
ExampleForty branches, forty versions of the answer
Member complaints show the same question answered differently by branch: whether a mobile cheque deposit can be put on hold, and for how long. One complaint reaches the ombudsman.
Without Hazel
Each branch has its own folder of printed procedures and local workarounds. Head office updates the master file, but nothing confirms that branches use it.
With Hazel
One approved version of each procedure, searchable from every branch and the contact centre. Printed copies carry an "uncontrolled when printed" notice, which discourages local binders. Required reading goes to the audiences who need each change, and figures show which branches have seen it. For policies people must formally sign on a schedule, see Beacon.
Every channel works from the same answer, and the VP can see whether a change has reached the front line instead of assuming it has.
ExampleA product launch that every channel needs on day one
A new no-fee youth account launches on 1 November. Branches, the contact centre and lending all need the procedure, a job aid and an FAQ ready that morning.
Without Hazel
Content is written in separate Word files by different teams and approved by email. Some of it lands the week after launch. Staff improvise, and the first month of accounts needs clean-up.
With Hazel
Authors write the procedure, job aid and FAQ from their content-type templates, each through its own approval route. All three share a future effective date, so they publish together on launch day. Required reading goes to the affected audiences ahead of time, and the knowledge manager can pin a recommended result for launch-week searches.
Launch content is approved and live on day one across every channel, and the operations leader can see it's ready before launch instead of finding out afterwards.
ExampleThe same five questions, all day
A contact-centre team lead with 14 agents is interrupted 30 or more times a shift. The questions repeat: the hold period on a cheque deposit, how to reset online banking, what to do when a caller can't pass verification.
Without Hazel
The answers exist, but agents don't trust the shared drive, so they ask her. Her time goes to answering questions instead of coaching. When she gets one wrong, the mistake spreads across the team.
With Hazel
She sends agents to Hazel, where the common questions have recommended results pinned to the top. When she finds a gap, such as a question with no clear article, she uses Tell the owner or Request content from the article screen. The request goes to the knowledge owner instead of into a side conversation.
Fewer interruptions, the same answer for every agent, and gaps reported to the person who can fix them.
ExampleA member calls about a scam, mid-call
A member says someone claiming to be from the credit union phoned and asked for a one-time passcode. The member is upset and wants to know whether their money is safe.
Without Hazel
The rep searches the shared drive for "scam" and gets 40 Word files, including three versions of the fraud procedure. Rather than guess, they put the member on hold and message a supervisor, who answers from memory. Whether the rep asks the critical first question (did the member share a passcode or move money?) depends on who happens to be asked.
With Hazel
The rep types "scam" and Hazel suggests the topic Impersonation scams as they type. Synonyms mean "vishing" or "phishing" find the same procedure. The approved procedure is pinned as the recommended result, and the result names the best-matching section and links straight to it. Staff only ever see the approved version, so there is no wrong copy to land on.
The rep reaches the right step during the call, and every rep asks the same first question in the same order.
See it the way your staff would
Watch the 30-second tour of a frontline search and confirmed read, or book a walkthrough with a procedure like one of yours.