Get the
information you need - when you need it.
Quick and proper issue resolution is key to delivering
superior support. Under the pressure of increasing call
volumes, call escalations, and shrinking budgets, knowledge
management can improve customer satisfaction and actually
lower overall support costs by providing support technicians
easy access to accurate information.
- Provide immediate results and quicker call resolution
- Reduce training time for new support technicians
- Shorten call times
- Decrease escalation rates
- Alleviate backlog of service requests
- Improve response consistency
- Increase technician productivity
HEATŪ Plus Knowledge puts the power of
information front and center
HEAT Plus Knowledge allows you to leverage information
assets from diverse business units across an organization,
giving support technicians the information they need,
exactly when they need it.
- No more hard to reach content - store
documents in their native format and search for nearly any
document type regardless of format, structure, or
location.
- Resolve issues correctly without escalations
- catalog data so that when it is needed most, it can be
found and delivered in a way that will help resolve the
issue the first time without the need for costly
escalations.
- Remove the barriers to collaboration
- HEAT Plus Knowledge facilitates collaboration among
experts in different parts of the organization by making
it easier to share information through document searching,
storage, indexing, reporting and authoring capabilities.
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