Knowledge-based Information Logistics in Service Organisations

Customer service has become an integral part of the added value chain. It contributes to turnover, profit and ROI and improves customer satisfaction and loyalty. Good service sets you apart from the competition and stimulates growth in fiercely competitive markets.

Furthermore, professional service management relies on powerful IT systems. Traditional IT systems used to support the administrative side thereby need to be complemented by innovative intelligent knowledge management methods and tools to in order to improve the actual problem solving process. Only in this way can time and money needed to solve a customer problem be reduced.

Automation of all Service Lifecycle phases

The objective of service management is to automate all phases of the service lifecycle: from the efficient creation and publication of service literature via intelligent problem solving in contact center and tele services to the systematic diagnosis of solution finding of field service staff on-site.

The following system components support the individual phases:

Business knowledge is stored in the knowledge database, ranging from documents, graphics, email, intranet pages to databases on the one hand. On the other hand, this knowledge can also be stored in form of an explicit knowledge model (so-called ontology), in which the relevant business objects are listed and connected in their respective relationships. The business knowledge can then be used by all other system components and ensures that the components cooperate on the knowledge level.

Document and Content Management supports the creation, maintenance and management of service literature, such as complex manuals or short solutions descriptions. Document formats such as XML, MS-Office, PDF or HTML as well as various graphic formats can be used.

• Dynamic decision trees guide service staff through a question-and-answer script which supports a natural language problem description and the customer context.
• The intelligent search looks not only for relevant service documentation such as FAQ documents, solution descriptions and manuals but also for access to the suitable decision tree.
• Comprehensive infrastructure components manage and control access rights, collect and analyse feedback, log user interaction and enable reporting on these.
• Open interfaces make an easy integration of any third-party systems, such as order processing, ERP and Customer Relationship Management and data sources possible.

empolis solutions for your Service Management

empolis:Content Lifecycle Suite – modern content management system for XML-based technical documentation

empolis:Service Lifecycle Suite – integrates dynamic decision trees with intelligent search and an efficient knowledge database as well as third-party systems for the best possible solving of customer queries in contact center and field service