Knowledge Management

“If knowledge is put to use, it can significantly increase service, increase agent productivity, reduce the number of escalations to additional agents, and, overall, improve customer satisfaction.” Forrester Research

Every support organization today, whether help desk, technical support, or customer service, is concerned with getting the right information to the right people at the right time. However, with fixed-capacity resources, the service desk can be overwhelmed when there are spikes in demand. During these periods, customers experience longer hold and response times, which can translate into poor customer service and higher costs.

BMC Knowledge Management solutions can help you build an effective knowledge management system by plugging easily into your existing BMC Service Desk implementation. With BMC, you can protect and extend your investments, harvest information from your most skilled, knowledgeable workers, identify information needs, and resolve issues faster. The separate self- service module can be added to empower end users and customers to find solutions to common problems, further reducing costs and improving customer satisfaction.

Optimize Service Desk Resources
With features such as Web-based self-help and automated knowledge base updates, your support staff can reduce call volume and escalation rates, accelerate resolution cycles, and lower your overall costs.

Improve IT Process Efficiency
Improve overall process efficiency by leveraging IT Infrastructure Library® (ITIL®) best-practice service management. For example, you can quickly and accurately provide answers, determine which ontent in the knowledge base is obsolete, identify information to be researched and added to the knowledge base, limit duplicate research, and help new hires get up to speed more quickly.

Improve Compliance and Risk Management
With automated knowledge management, you can ensure the integrity of your database and more easily meet compliance standards

Contact RightStar to explore your Knowledge Management options