Archive for April, 2013

Self Service Frameworks for Support

April 12, 2013 Leave a comment
Jesu Valiant

Self Service Frameworks

Self Service Frameworks

Self-service as a concept enables and empowers end users to solve their own IT problems, thereby allowing support organizations to gain efficiencies through a reduced incident and request workload. Self-service can be deployed in multiple variants [DIY, Decision Support, Tech Tree., etc.,] to suit the preferences of the audience. The audience should be empowered with the right “companion” tools and processes to support the self-service routines.

Knowledge delivery through self-service frameworks is far more complex than the routine functions offered in the Knowledge base. The function of accruing and storing the vast amounts of information into the accurate taxonomy, to be delivered via multiple web 2.0 tools is the core aspect that organizations have to deal with while evaluating the adoption of a self-service framework. It is also about learning how to manage the whole knowledge life-cycle of creation, nurturing, application, embedding, revising, retiring, leveraging and relearning to develop organizational learning, memory and performance.

For all organizations the core business objectives of introducing self-service framework are as follows.

  • Empower customers with unprecedented control over their decisions, real-time access to solutions, driving more return visits and greater customer loyalty
  • Stay open for business 24/7 around the world, while also providing cost-effective customer self-service options to your customers
  • Customized content enables you to create a true one-to-one marketing platform, letting you publish information to specific prospects, customers, or entire groups.
  • Customers can enter trouble tickets by logging onto your site, rather than calling or e-mailing you. They can access content that’s been customized just for them, and can easily access relevant support documentation
  • Build workflows from the customer case creation perspective that will strategically try to achieve a call diversion by placing the right KB articles, Forum categories and other tools before actually enabling the customer to open a case.

Process Adoption Preliminaries:

  1. Content management and life-cycle workflow
  2. Qualified KB content to be ready
  3. System Access control framework
  4. ODM – Online delivery model compliance
  5. Information architecture and taxonomy
  6. CRM Case management process review for data capture & correlation

Jesu Valiant – 2013

Categories: Uncategorized

Knowledge Management in the Services Industry

April 12, 2013 Leave a comment


JV Blog Cranedge


The discipline of Knowledge management (KM) aims at discovering, capturing, sharing, preserving, developing & leveraging the knowledge capital. A structured Knowledge management routine helps organizations improve its performance and helps obtain a competitive advantage. Knowledge management best practices are evolved after continuous exposure to a whole assortment of challenges addressing varied communities and supporting the end to end ecosystem of the support & service businesses. Knowledge management Services covering the key aspects of Knowledge Management should help transform your current support services by incorporating well-structured, balanced and proven processes,
methods and systems.

Support 2.0 – Knowledge Centered Support model

Based on a recent analysis performed over enterprise technical support customers, we could see exponentially at least 15% of customers demanding better Knowledge base, better content on articles, DIY kits – Self-help systems, searchable, indexed knowledge base for them to drill down into the solutions. Structuring a robust and efficient Knowledge management practice helps both the customer in better adoption of service or product and for the engagement teams to help in better performance metrics impacting the entire support process altogether.

Intended Audience:

This recommendation is intended for organizations who require implementation of a Knowledge centric support model, knowledge management workflow, methodology and its adoption resulting in visible ROI. This recommendation is also appropriate for product managers whose products align with or enable the KMS practices.

Business Objectives:

  • To introduce Knowledge management processes, best practices on rendering Knowledge centric support
  • Creating a Sustainable Knowledge Management Framework
  • Create strong product and process knowledge repository and build routines to leverage such an IP. Knowledge accumulation and usage is a key to business success.
  • Improve operational performance levels with visible measurements and analysis to show the ROI of adopting Knowledge management / Support 2.0 framework
  • Build & deploy  closed loop Knowledge management process targeting  varied audiences covering support teams, engineering teams to customers and business users
  • Promote Information Exchange from among communities or between organization layers & community.
  • Create thriving online spaces that deliver measurable value.
  • Present a free, fair, open & transparent culture; helps gain value.

Successful adoption of the Knowledge Management methodology offers profound benefits for any information-intensive organization. For most groups, this is transformational in that it changes and increases the value proposition of support. The benefits realized in the short term can be tracked using traditional support metrics. The longer-term benefits are in new areas of value creation and, therefore, require new measures that we will deploy.

The near term benefits that will be targeted:

  • Improved FCR
  • Reduced escalation
  • Initiate call deflection routines
  • Higher Rate of Resolutions
  • Increasing CSAT trends
  • Technology expertise appreciation
  • Higher productivity
  • Lesser case reservoirs
  • Product knowledge appreciation
  • Qualitative Transactions
  • TCG Resolutions Expertise

The longer term benefits that can be targeted:

  • Higher adoption of self service, DIY systems by the communities.
  • Reduced training time for new employees
  • Improvement in call deflection  percentages
  • Building strong domain and product KB repository
  • Position community support as a brand differentiators
  • Web / Self-support offering with Video / SIMS
  • Include E-Commerce Routines
  • Overall support process optimization adopting KM as a practice

Jesu Valiant – 2013

Categories: Uncategorized
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