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www.business-solutions.co.il. KM Expert Summit 2007. Because Simple Knowledge is Winning Knowledge Do more with Less!. Presented by : Sean P. O’Connell Director, European Marketing. Company Mission. - PowerPoint PPT Presentation
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© 2007 Talisma Corporation
Presented by:
Sean P. O’Connell
Director, European Marketing
KM Expert Summit 2007Because Simple Knowledge is Winning KnowledgeDo more with Less!
www.business-solutions.co.il
© 2007 Talisma Corporation
Talisma is a global
provider of Customer
Interaction Management
(CIM) software solutions
enabling contact center,
customer service, sales &
marketing organizations to
deliver a truly exceptional
customer experience.
Company Mission
© 2007 Talisma Corporation
Knowledgebase Defined
A Knowledgebase offers the promise of leveraging the intellectual assets of a company and is most commonly described as “capturing, retaining, and reusing employee knowledge.”
The Knowledgebase should be focused on enabling all user groups in a company’s ecosystem to find the correct information at the right time.
Employees, customers, and partners should be able to retrieve knowledge from a common repository and also participate in a controlled process for contributing their valuable knowledge learned in the course of their job to that common repository.
© 2007 Talisma Corporation
The Bottom Line
“Organisations Need to Improve Services Across All Channels.”
“Top strategies for centers with defined strategies include customer satisfaction (75%), quality and process improvements (70%), and technology strategy (70%).”
“Cost per interaction for technical support averages $12 while cost for web self service averages less than 25 cents”.Self-Service Initiatives for Contact Centers
Elizabeth Herrell, Forrester Research April 24th, 2006
© 2007 Talisma Corporation
Percentage of Online UsersQuestion: Which of the following aspects of customer service most affect your decision to make future purchases from a particular Web site? (Select all that apply.) Source: JupiterResearch/Ipsos Insight Consumer Survey (11/06), n = 2,104
10%
16%
26%
35%
35%
35%
41%
45%
49%
52%
54%
0% 20% 40% 60% 80% 100%
None, the quality of customer service doesnot affect my purchasing decision
Whether customer service is outsourced
Site performance, navigation
Access to CSRs via chat
Access to order history online
Hold time on phone inquiry
Thoroughness of e-mail response
Speed of e-mail response
Access to live CSRs via phone
Knowledgeable CSRs
Efficiency of response to inquiry
More sensitivity to email response than phone
Customer Satisfaction: Speed and Accuracy are Top Factors
© 2007 Talisma Corporation
Knowledgebase Business Scenarios
Self Service
Contact Centers
Help Desk
Document Management
© 2007 Talisma Corporation
Self Service Success Story: Sharp Electronics Corporation
Business ChallengeSupporting a fast growing global customer base was increasingly challengingLarge number of routine questions, each requiring agent attention were driving up hold timesMeeting customer expectations was becoming a challenge
Talisma SolutionRobust customer self service using Talisma KnowledgebaseAuto-conversion tool rapidly populated articlesPersonalized, branded customer portal
Key Business BenefitsReduced call volume 15% in the first month, 50% in the first yearPositive ROI in the first six monthsIncreased customer satisfaction
Sharp is a world-class leader in LCD technology and portable laptop performance
© 2007 Talisma Corporation
Knowledgebase Business Scenarios
Self Service
Contact Centers
Help Desk
Document Management
© 2007 Talisma Corporation
Contact Center Success Story: Canon USA, Inc.
Business ChallengeProvide superior support to Canon’s dealer networkEnsure up-to-date drivers and technical information is available 24/7/365Integrate with trouble ticketing system
Talisma SolutionImplemented Talisma KnowledgebaseUtilized robust article workflow and expiration systems
Key Business BenefitsSupporting more customers more effectively with fixed resourcesRetaining knowledge regardless of employee turnoverIncreased customer satisfaction shown in surveysAchieving over 40,000 knowledge interactions per month
Canon is a leader in professional business and consumer imaging equipment and information systems
© 2007 Talisma Corporation
Knowledgebase Business Scenarios
Self Service
Contact Centers
Help Desk
Document Management
© 2007 Talisma Corporation
Help Desk Success Story: Rohm and Haas
Business ChallengeImprove efficiency of helpdesk employeesOrganize information needed to support hundreds of productsIntegrate with trouble ticketing system
Talisma SolutionImplemented Talisma KnowledgebaseInstalled and operational within weeksRapid article import using “single click import”
Key Business BenefitsRapid ROI driven by a fully operational system with over 1000 articles in less than three weeksIncreased first call resolution by 50% Improved efficiency, help desk employees handle more calls in less timeConsistent, accurate, up-to-date information
Rohm and Haas is one of the world’s largest producers of specialty chemicals
© 2007 Talisma Corporation
Knowledgebase Business Scenarios
Self Service
Contact Centers
Help Desk
Document Management
© 2007 Talisma Corporation
Doc Mgmnt Success Story: University Hospitals of Leicester NHS Trust (UHL)
Business ChallengeProvide a single point of access for all corporate information to partners, vendors, and the general publicEnable powerful search technology to support the different constituenciesInstall robust document management functionality with version control
Talisma SolutionImplemented Talisma KnowledgebaseSingle application for both internal and external usersSearch engine supports medical research and general queries
Key Business BenefitsImproved patient care through timely, accurate, reliable informationReduced printing and distribution costs for documentsIncreased efficiency by consolidating information sources
UHL is one of the largest acute teaching hospitals in the United Kingdom
© 2007 Talisma Corporation
The Key to SuccessFour key considerations when Choosing a Knowledge Management Solution
Provide Multiple Search and Retrieval Methodologies
Streamline Content Creation and Publishing Processes
Guide Users to Appropriate Support Alternatives
Simplify the Implementation Process
According to Jupiter Research, 'It is critical to optimize keyword, text, and natural language processing searches by employing tools such as a synonym engine, allowing words with similar meanings to be linked together or indexing remote content sources, enabling users to search into alternate Web sites, databases and other file servers.
© 2007 Talisma Corporation
Provide Multiple Search and Retrieval Methodologies
Streamline Content Creation and Publishing Processes
Guide Users to Appropriate Support Alternatives
Simplify the Implementation Process
“The adoption rate of Talisma Knowledgebase is so high because the software is so user friendly,” says Lucy Boardway, Knowledge Engineer, Rohm and Haas.
“As our user base grows, we’re pleased with the return we have enjoyed on our investment in this software and would highly recommend it to other companies.”
The Key to SuccessFour key considerations when Choosing a Knowledge Management Solution
© 2007 Talisma Corporation
Provides Multiple Search and Retrieval Methodologies
Streamlines Content Creation and Publishing Processes
Guides Users to Appropriate Support Alternatives
Simplify the Implementation Process
“We believe Talisma’s focus on integration across channels and systems will help us take eSignal customer service to the next level,” said Scott Johnson, Vice President of Client Services, eSignal.
The Key to SuccessFour key considerations when Choosing a Knowledge Management Solution
© 2007 Talisma Corporation
Provide Multiple Search and Retrieval Methodologies
Streamline Content Creation and Publishing Processes
Guide Users to Appropriate Support Alternatives
Simplify the Implementation Process
•Focus on Essential Features
•Use the recommended implementation process to reduce throwaway and rework efforts
•Before adding a level of complexity, validate assumptions with users
•Conduct a business needs assessment to ensure scope and return are known in advance
The Key to SuccessFour key considerations when Choosing a Knowledge Management Solution
© 2007 Talisma Corporation
Choose the Leader in Web Self-Service!
© 2007 Talisma Corporation
Talisma CIM 8.0 Suite
Complete Channel ChoiceProvide a consistent experience Facilitate escalation between channelsDeliver new and innovative channels including VoIP
Consistent Customer and Agent Experiences
Deliver accurate messages across self and assisted service channelsAutomate intelligent responsesRich Agent User Interface
Immediate Customer HandlingCommon Queuing/Routing to most appropriate agentAll interactions in single view
Drive Ongoing ImprovementsBusiness Process and On-the-fly Adjustments
Connect to 3rd Party ApplicationsLeverage existing investmentsImprove service speed and quality
© 2007 Talisma Corporation
Choose the Leader in Web Self-Service!
© 2007 Talisma Corporation
In Conclusion
Website: www.talisma.com
Talisma Trial Offers for Customer Interaction Management Solutions
Talisma Customer Interaction Management 7.0 Suite (8.0 from March)Talisma EmailTalisma ChatTalisma Knowledgebase
Local Presence, for Sales, Service & Support throughBusiness Solutions, right here in Tel Aviv.
© 2007 Talisma Corporation
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www.business-solutions.co.il