Specialized: Three-Year Ride to a Trusted Knowledge Platform

Specialized, the premium bicycle brand, faced a knowledge management crisis: 11 tools, 13 locations, 15 teams, and a primary system approaching end-of-life. By consolidating everything into eGain and launching a unified content strategy covering product manuals and support articles in 21 languages, the small knowledge team drove a full operating model transformation. Reorganizing 25 independent markets into a shared service model, enabled by AI-powered translation, freed 26,000 hours of colleague time. The results across one year were among the strongest in the room — delivering across every major CX metric simultaneously.