Customer Services

Customer Services

Knowledge Transfer

Business Goals

  • Promote transfer of knowledge among customers and between company and customers

  • Enable customers to solve problems without waiting for human interaction

  • Provide product information over the Internet

Open Text solutions for Customer Services support knowledge transfer at all levels of organization and extend out to your suppliers and customers. The result is increased quality of service and satisfied customers. Open Text solutions organize collaborative knowledge centers that support the diverse needs of your service representatives, partners and customers. The knowledge center can be extended to support communities of practice to further facilitate information exchange and access to expertise information. Open Text learning management solutions enable you to provide effective, web-based training to your service representatives, partners and customers to guarantee that your customers are satisfied.

Open Text delivers this functionality with the following components:

Supplemented by Business Content (e.g., predefined workflows) to give you a head-start in configuring workstreams and processes, Consulting Services, Training and Support tailored to meet your requirements.


Activities

Knowledge transfer involves Knowledge Centers, Online Communities of Practice and Training & Certification.

  • Knowledge Center

    Open Text solutions for Customer Services support the identification, gathering and transformation of documents, reports and other sources into meaningful information.


    • Flexible taxonomy enables organization of information assets according to the needs of customers and service personnel

    • Provides secure, fully searchable access to documentation, product information, software downloads, best practices, and multi-media

    • Engages customers in secure, collaborative, Web-based workspaces and discussion forums that encourage self-service to reduce demand on services staff

    • Integrates with real-time messaging and Web conferencing tools for rapid response and resolution


  • Online Communities of Practice

    Open Text solutions for Customer Services makes it easy for you to establish communities of practice to accelerate knowledge transfer about your products and services.


    • Interconnect islands of knowledge and expertise, connecting employees with similar interests to create a support network for sharing new ideas and opportunities, establishing standards and best practices, and facilitating responses to service requests

    • Invite customers and partners to join the community to encourage self-service and leverage expertise gained through use of your products and services

    • Distribute information and news through blogs and flexible online forums


  • Training & Certification

    Open Text solutions for Customer Services support eLearning and Corporate Training for your customers, partners and internal staff.


    • Measure the effectiveness of materials

    • Identify gaps in employee preparedness

    • Drive return on communications investment

    • Ensure that corporate initiatives are effective

    • Extend the reach of eLearning to customers and partners

Key Performance Indicators

Cost of customer incident response reduced

Cost of delivering updates, service bulletins, and product information reduced

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