List of Upland Rightanswers Knowledge Management Customers
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Since 2010, our global team of researchers has been studying Upland Rightanswers Knowledge Management customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased Upland Rightanswers Knowledge Management for Content Management from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using Upland Rightanswers Knowledge Management for Content Management include: Paychex, a United States based Professional Services organisation with 19000 employees and revenues of $5.57 billion, Nestle UK, a United Kingdom based Consumer Packaged Goods organisation with 8000 employees and revenues of $1.92 billion, Orrick, Herrington & Sutcliffe LLP in Taipei, a Taiwan based Professional Services organisation with 1200 employees and revenues of $929.0 million and many others.
Contact us if you need a completed and verified list of companies using Upland Rightanswers Knowledge Management, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Nestle UK | Consumer Packaged Goods | 8000 | $1.9B | United Kingdom | Upland Software | Upland Rightanswers Knowledge Management | Content Management | 2017 | n/a |
In 2017, Nestle UK deployed Upland Rightanswers Knowledge Management to improve internal IT support and employee self service across its United Kingdom operations, using the platform as a centralized Content Management hub for service knowledge. The rollout began with a platform upgrade at the start of 2017 and focused on establishing an enterprise knowledge hub to surface answers inside IT service channels and employee portals.
The implementation configured Upland Rightanswers Knowledge Management as an Enterprise Knowledge Hub with content authoring, structured knowledge articles, enterprise search, categorization and case deflection workflows. Configuration emphasized knowledge lifecycle controls, searchable FAQs, and analytics to instrument self service demand and content effectiveness consistent with Content Management functional practices.
Operational coverage targeted internal IT support and the broader employee population in the UK, embedding the application into service desk channels and employee support touchpoints. Governance was structured around centralized content ownership and published editorial controls for IT knowledge managers, aligning content publishing and update workflows with service operations.
Outcomes cited in the vendor case study include large self service adoption, substantial cost savings, approximately 90 percent plus of inquiries shifted to self service and a 95 percent internal satisfaction rating, reflecting measurable changes in inquiry routing and employee satisfaction after the rollout.
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Orrick, Herrington & Sutcliffe LLP in Taipei | Professional Services | 1200 | $929M | Taiwan | Upland Software | Upland Rightanswers Knowledge Management | Content Management | 2011 | n/a |
In 2011, Orrick, Herrington & Sutcliffe LLP implemented Upland RightAnswers Knowledge Management as a Content Management solution to consolidate service-desk knowledge. The deployment focused on connecting knowledge processes to the firm’s core IT and legal support workflows in the United States.
Orrick configured Upland RightAnswers Knowledge Management to provide a centralized knowledge base with taxonomy-driven content organization, article lifecycle management, and contextual search to improve agent access to answers. The implementation emphasized service-desk knowledge capture and standardized responses for legal support inquiries, and it used workflow-assisted publishing and approval steps to keep content current and governed.
Operational coverage centered on the service desk and legal support functions in the United States, embedding RightAnswers into incident and request handling to surface relevant knowledge during support interactions. Forrester’s case study summary reports improved responsiveness, customer satisfaction, and productivity after adopting RightAnswers for the service desk.
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Paychex | Professional Services | 19000 | $5.6B | United States | Upland Software | Upland Rightanswers Knowledge Management | Content Management | 2007 | n/a |
In 2007, Paychex implemented Upland Rightanswers Knowledge Management as part of a Knowledge-Centered Support initiative to consolidate scattered support knowledge and launch an Ask IT self-service portal for employees. The deployment positioned Upland Rightanswers Knowledge Management within Paychex's Content Management approach, centralizing knowledge capture and reuse for internal support channels.
The implementation configured a centralized article repository and KCS-aligned workflows for article creation, review, and publishing, with the Ask IT self-service portal exposing published content to employees. Functional capabilities implemented included knowledge authoring and approval, structured article templates, metadata tagging, search-driven access, and lifecycle controls to support ongoing content maintenance and reuse.
Operational rollout expanded across divisions and scaled to enterprise use, growing a large article base that served internal IT and support teams. The program impacted support, IT service management, and employee self-service operations by consolidating previously dispersed support knowledge into a single content store.
Governance and process changes introduced defined KM roles and formal governance to manage article quality, ownership, and publishing workflows, enabling sustained scaling and content stewardship. Paychex's use of Upland Rightanswers Knowledge Management created an institutionalized knowledge management capability that centralized content, enabled the Ask IT portal, and formalized KM practices across the organization.
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