Case Studies

FedRAMP

KECH designed and piloted an integrated, FedRAMP-authorized customer service solution for Actus, a leading federal acquisition and payment management system. Using a phased transition approach, KECH is implementing, and maintaining an Amazon Connect-based platform, with unified phone, chat, email, and case management into one AI-enabled desktop.  The solution features an intelligent chatbot for common inquiries with seamless escalation to live agents and is embedded directly within...

TSA Contact Center

KECH serves as the prime contractor for the Transportation Security Administration (TSA) Contact Center, operating the agency’s single 311 number and supporting the traveling public, TSA employees, and stakeholders across multiple TSA offices. KECH delivers full turn key contact center operations, providing all required personnel, processes, secure facilities, network connectivity, contact center technology, quality assurance, and integration services.

Training

Managing a system with thousands of users, multiple roles, and critical administrative functions is no small task. When an organization needed to quickly train a large, diverse user base on a complex benefits platform, the challenge was clear: deliver training that was not only informative—but easy to understand, scalable, and effective. In this case study, you’ll see how a targeted training approach helped simplify complex workflows, clarify user responsibilities, and improve overall system adoption...

Enterprise Portal

Our enterprise portal is built to provide a comprehensive view of your business and includes a suite of modules that can be selected for your unique needs. We provide low-code options that can be quickly configured and customized for each client. Our system is designed to support every employee - offering each employee a personalized experience with automated workflows and secure access required for their role. Our list of modules incorporates AI insights, workflows, and automation for every...