Solutions: SERVICEKnowledge:
SERVICEKnowledge
A positive customer experience is vital for any service
organization looking to increase loyalty, win return business and
improve the potential for customer advocacy. In order to achieve
this goal, and address customer support issues, SERVICEPower is
using knowledge management technology.
SERVICEPower has identified two key
areas where knowledge is vital to the efficiency and growth of a
service organization:
- Organic knowledge capture
- Tribal knowledge
Organic knowledge capture - is the
process of capturing, storing & distributing
information that can be used to improve the customer support experience.
Paper based product manuals, which quickly become outdated, can be
stored electronically and accessed by anyone. This allows a call
center to be proactive when handling an incoming service request,
potentially fixing the problem without sending out a service technician.
If an on-site visit becomes necessary, the problem can be pre-positioned
so the service technician has access to the right manual and a potential
fix.
Tribal Knowledge - When pockets of knowledge are held
by separate groups, you need a common system to easily capture that
knowledge and make it widely available to additional groups in the
service organization. SERVICEKnowledge provides
a central knowledge directory structured as a “dynamic FAQ”.
Information is captured as it occurs and can be added to the directory
in multiple formats using word, powerpoint, text messaging – even
voicemail. The directory is continually re-building itself so that
the most frequently asked questions always appear first during a
search.
By
capturing, storing & distributing information from customers
and the field, companies are able to re-use valuable knowledge within
the organization which beforehand may have been lost.
Benefits:
- Increase in number of “fix before dispatch” calls
- Quicker
resolution of service calls
- Increase in first time fixes
- Improved product reliability
- Reduction in training time needed
for new service technicians
- Retention of knowledge within the company – reduce “brain
drain”
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