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Knowledge Management in the Services Industry


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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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