Meridian Energy, generating 30% of New Zealand’s electricity, struggled with its outdated KM system “Mavis,” which was overly complex, lacked workflow integration, and was inaccessible for remote staff. Partnering with Black Box, Meridian migrated to Shelf, a cloud-based KM system integrated with Genesys Cloud. Shelf enabled intuitive search, consultant feedback, and real-time content updates, improving response times and service quality. Early wins included better reporting, seamless integration, and reduced reliance on colleagues for answers. With knowledge centralized in the cloud, Meridian improved continuity, efficiency, and is preparing for AI-driven automation.

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