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Knowledge Powered Solution (KPS) understands that Knowledge is the life blood of an organization and accurate and speedy knowledge retrieval is essential to ensuring profitability, customer satisfaction and business efficiency. Knowledge Management enables the information retrieval of both tacit and explicit knowledge held within a company or community. The KPS solution facilitates this process through advanced search, advanced knowledge capture and electronic document management to provide efficiencies within the problem management process and aiding knowledge transfer. Our Knowledge Management software solutions focus on the ITSM (IT Service Management), Service Management and CRM markets. The KPS solution typically deploys in inbound customer service desks to empower the agents or web self service users to draw from your Knowledge Base to answer questions regarding IT problems. Increasingly councils and local authorities are using information retrieval to answer generic questions and to help with solution management. KPS solutions can be deployed to customer service staff, internal intranet users, external customers and partners. These groups are able to access vital knowledge quickly and easily through a simple to use natural language interface. The KPS solution helps to identify and fill knowledge gaps and make the solution available for future use. Business efficiency is paramount and customer service desks are right now under pressure to make efficiency gains while at the same time providing a fast, accurate, consistent service to customers. The KPS solution can improve service desk agent productivity but increasingly customers, employees and partners are making use of the internet to find solutions to their questions. The KPS web self service approach helps connect these groups with the right answer quickly at the click of a button and hence reduce the number of calls being handled by the agents. Wokingham Borough Council – Success StoryWokingham Borough Council chooses self-service web solution from Knowledge Powered Solutions to support its Customer First programme. Citizens can quickly and easily find answers to their questions on the Council’s website using the site’s updated information access solution. As part of Wokingham Borough Council’s overarching Customer First programme, they identified a need to update the Frequently Asked Questions (FAQ) content on their website (as can be seen here). After careful consideration the Council selected Universal Knowledge from Knowledge Powered Solutions (KPS) - a Knowledge Management tool featuring intelligent search, expert escalation and content and document management features. The enhanced solution from KPS has enabled citizens to quickly and easily find answers their questions via Universal’s excellent self-service feature on the Wokingham Borough Council website. This has resulted in the number of inbound calls to the council’s call centre being greatly reduced thereby allowing call centre staff to focus their time on helping citizens with more complex queries. |
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