Clark, NJ (October 20, 2009) - RightAnswers, Inc., the recognized leader in providing self-service and internal support knowledge management solutions, today announced that the University of Manchester - Britain's largest single-site university - has deployed the RightAnswers Unified Knowledge Suite to automate its support operations. The University of Manchester will leverage RightAnswers to drive self-service and support initiatives for it's over 36,000 students, 11,500 faculty members supported by 180 support analysts.
The RightAnswers Unified Knowledge Suite will enable the University's help desk to cost-effectively improve end-user and support technician productivity and efficiency. Students, faculty, staff and other end users can utilize RightAnswers Self-Service for 24x7, online access to the knowledge base for self-resolving issues. The University's support technicians can use RightAnswers Support Analyst to effectively resolve open incidents and access key IT support resources to minimize help desk call durations, increase first call resolution rates, and reduce repeat calls and call escalation percentages.
"In the past, we had a series of FAQs and articles across different sites, and there was really no way for our support analysts to easily access this information," explained James Woodward, problem and knowledge manager for IT services at the University of Manchester. "We decided that in order for analysts to be able to support end users from different faculties, it was important for us to have a single portal where all information would be available. We also wanted to improve the provisioning of information to end-users, giving them 24x7 access to our support team."
In addition to delivering a 24x7 online support channel to its end users, the University of Manchester will now have the capability to submit university-specific written content to its knowledge base. Through the Unified Knowledge Suite, RightAnswers provides a full-range of knowledge-authoring services that are designed to maintain "success-oriented" solutions for customer's unique content. Also, the University now has the ability to produce audit trails and reports for every support issue that is logged in the system.
"We realize that many of our customers are mandated to 'do more with less,' especially during these economic times," said Jeff Weinstein, President and CEO of RightAnswers. "With RightAnswers, the University of Manchester can combine powerful software tools, effective content and ongoing services to ensure success. By offering a portal for end users to resolve their own IT issues around-the-clock, we are reducing the number of service requests within the help desk and therefore reducing costs. This is exactly what our customers want to achieve when looking to do more with less."
About RightAnswers, Inc.
RightAnswers delivers the high-impact content, technology solutions and value-added services to enable internal support organizations to improve the end-user support experience, increase support capacity and reduce support costs. The RightAnswers Unified Knowledge Suite provides the tools needed to facilitate rapid problem resolution for both self-service end-users and support analysts. RightAnswers solutions are used by more than 4 million licensed end users across hundreds of companies including commercial enterprises, higher education institutions and government agencies. For more information, visit http://www.rightanswers.com.
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