Both Gartner and Forrester laud the value of serious knowledge management as a key component to providing superior support.
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The value of KBS (Knowledge Base for Self Service) is not possible without a long-term commitment to ongoing development and fine-tuning of the knowledge engine. Plan for a longer period before going live, and use the time to build out the knowledge repository to ensure a high number of answered questions, and plan to fund/maintain/improve the knowledge over time. |
KM (Knowledge Management) is an enabling process and positively influences service quality because it enhances customer experience; lowers the incident, problem, and error resolution times; and can significantly reduce user training cost. The value of knowledge management can be measured by the increased effectiveness of staff using the knowledge. To receive these benefits, it’s critical that IT organizations approach knowledge management as a process, which needs owners, policies, procedures, and metrics. |
Evelyn Hubbert, Forrester Research –
At RightAnswers, we have helped hundreds of organizations across the US and Europe get serious about knowledge management. With our Knowledge as a Service approach we become your partner in knowledge management, helping you initially build your knowledge foundation. It goes much further than that, as our Client Success team will continually help you evaluate your knowledge content to help you determine when existing solutions should be edited or new solutions authored.
Typically our clients find that within only a few months they have reduced the number of incidents opened by 20% to 50%, while 90% of the end users have an improved support experience. In addition, calls escalated are reduced by 15% to 30%. Talk to us to see how getting serious about knowledge management can yield these types of results for you.
