Customer Support Successes with Knowledge Management: Lessons in creating and using knowledge assets to automate resolution
Automating customer resolution management has become the next challenge for customer service excellence. The promise is clear: faster, cheaper, scalable, and more effective customer service. But the way forward requires innovation not only in tools but in processes and management models.
This report is a result of a meeting of nine empolis GmbH customers discussing their progress in automating the creation and use of knowledge assets. The participants were project managers currently involved in customer support knowledge projects at Fujitsu Siemens, Moeller Group, Nokia Siemens Networks, Siemens A&D, Siemens SIS, O2, and Versatel.
Each of the teams at the meeting described their projects, issues, and results, which we recap in this report.
Addressed in detail are how organizations reinvent themselves to become accomplished and effective creators and users of knowledge assets. Covered are:
- Success stories from seven European companies: Fujitsu Siemens, Moeller Group, Nokia Siemens Networks, Siemens A&D, Siemens SIS, O2 and Versatel
- Developmental model of organizational knowledge competence
- The Knox Project of Siemens IT Solutions and Services, which provides knowledge support to Siemens’ clients’ users
- Governance model: how the Knox knowledge team is structured to manage worldwide development and maintenance
- Results of the Knox Project, which manages 11,500 issues and 150 decision trees in 3 languages
- Demonstration of Knox, which uses empolis’ Content Knowledge Management technology
Learn how these companies have succeeded with knowledge asset projects. Read about the stages in their journey, and apply their developmental model to your situation. Read about the manager of one of the largest customer service teams in Europe how he has structured a successful knowledge team; and see a demonstration of the customer service application the team and knowledge assets support.
