Provide
Immediate Answers to your Customers:
The Knowledge System empowers your employees and
customers to have immediate access to all the information
that you need to provide to them. They will visit your
knowledge base portal, and instantly be able to find the
answers they need, from a selection of powerful search
methods.
Improve
Support Staff Efficiency:
Using The Knowledge System, your customer support staff
will be able to search the knowledge base for answers,
allowing them to reduce the time to answer customer
questions. With a decreased inbound contact volume, your
support staff will also be able to work as a more efficient
and cohesive team.
Reduce Training and
Operational Cost:
Use The Knowledge System to reduce the training time
for new employees, and lower the cost that is involved, by
minimizing the hands-on training that is required. The
knowledgebase will make all the necessary information
instantly available for new staff.
Maintain
Happy and Satisfied Customers:
A happy customer is a satisfied customer. MVI allows your
customers to gain access to all the information they need to
succeed with your products and services. Put the information
at their fingertips, and turn your support headaches into
satisfied customers.
Reduce Call
and E-mail Volume:
The Knowledge System will drastically reduce your inbound
call and e-mail volume, by providing your customers with
information and help directly from the web.
Minimize
Escalation of Issues:
The Knowledge System will provide your front line
customer service and support reps with the ability to handle
most issues, without the need to escalate to a second or
third tier.
Increase
your Revenue:
The Knowledge System turns existing customers into
repeat customers, and potential buyers into customers. Our
knowledge management solution not only empowers your
existing customers, but also provides a powerful sales tool,
making product and service information readily available and
accessible from your website.
Powerful
Insight into your Customers:
Complete with powerful reporting capabilities, The
Knowledge System provides great insight into all aspects of
your knowledge base, as well as your customer needs and
preferences.
Share and
Reuse Information:
The Knowledge System provides a complete system for the
sharing and reuse of company knowledge. It allows your
employees to contribute their valuable knowledge, and share
this information throughout your company, using our
centralized knowledge sharing services.
Improve Response Consistency:
By standardizing customer
service representative responses, you will streamline your
efforts to maximize your representative effectiveness,
reduce callbacks, and build tighter relationships with your
customers.
RETURN ON
INVESTMENT
The following scenarios illustrate just some
of the productivity, communication, and collaborative
benefits associated with next generation intranet
solutions. While each of the scenarios is presented as a
functionally discrete application of the intranet, greater
productivity gains are achieved through the bringing
together of knowledge from unrelated areas of an
organization: marketing can find value on the R&D intranet
site, finance can make use of the sales intranet, HR could
learn from the manufacturing site, and so forth. By
removing barriers between functions and creating connections
between departments, enterprise-wide intranets afford
opportunities for truly creative and collaborative knowledge
work.
Sales
The sales process is as geographically
distributed and information intensive as it is dynamic.
Sales organizations need rapid, unfettered access to a
variety of updated information at any time and in any
location. A sales intranet may contain current or past
requests for proposals, sales tools, details on sales
initiatives, target forecasts, lead aggregation
information, and real-time sales tracking data.
Consumers of this information might include field sales,
management, manufacturing or production, and benefits
teams. The sales intranet streamlines processes,
enhances operations, tightens management, and generally
improves customer responsiveness. One key benefit of a
sales intranet is the ability to mine for competitive
and comparative information. The sales professional can
drill down through categories of products, services,
reports, and analyses and harvest very useful
information to close a sale.
Marketing
Marketing is extraordinarily information
intensive, whether developing market research
initiatives, planning advertising campaigns, designing
promotional activities, or tracking competitors’
products and performance. A variety of collateral and
sales support content can be made available on a
marketing intranet to describe both proprietary and
third-party positioning, strategies, and tactics
including brochures, fact sheets, news stories, white
papers, case studies, videos, reports, business
forecasts, and internal documents.
The information is consumed by marketing
and sales teams, product development, and the attorneys
responsible for legal review. The marketing intranet
can provide rapid access to information and facilitates
the easy reuse of knowledge and the self-service
collaboration on ad hoc projects.
Finance
Financial information must be dynamic yet
support archiving of historical performance data.
Finance intranets have typically included payroll,
revenue forecasts, budgets, profit and loss statements,
sales reports, accounts payable and receivable,
financial statements for specific business divisions and
product lines, cost statements for cost centers, cash
flow forecasting, exchange rates, tax rates and
compliance information, and performance reporting data
such as sales volumes and marginal profit by customer.
All employees consume the information, but with
roles-based permissions the security of confidential
data is guaranteed. The finance intranet can
disseminate information rapidly to the entire
organization and obviates the need for one-to-one
support to management and employees.
Operations
The operations group delivers a variety
of dynamic information to the whole organization.
Operations intranets might include status information on
voice mail, unified messaging, the network and phones,
fulfillment and distribution, purchasing, security,
facilities, the helpdesk, and other departmental support
functions. The entire organization consumes this
information. For the operations function of an
organization, an intranet disseminates information
rapidly at low cost and provides access to dynamic
information such as support resolution and tracking.
The operations group delivers a variety
of dynamic information to the whole organization.
Operations intranets might include status information on
voice mail, unified messaging, the network and phones,
fulfillment and distribution, purchasing, security,
facilities, the helpdesk, and other departmental support
functions. The entire organization consumes this
information. For the operations function of an
organization, an intranet disseminates information
rapidly at low cost and provides access to dynamic
information such as support resolution and tracking.
Manufacturing
Manufacturing is all about process
improvement. Manufacturing intranets may contain
inventory, component data, quality assurance, product
specifications, material safety data sheets, order
tracking, and fulfillment and scheduling information.
Users of this site include manufacturing teams,
management, and operations. A manufacturing intranet
delivers tight inventory control, just-in-time support,
and effective management insight.
Human
Resources
Human Resources (HR) is information
intensive. HR intranets are used by the entire
organization and may contain career planning tips and
sites, the company handbook, benefits forms and
programs, and training information. Some organizations
have also included “lifestyle” sections on their HR
intranets that incorporate advice on substance abuse,
health prevention, parenting, caring for seniors,
moving, and the like. The HR intranet delivers rapid,
self-service information dissemination at low cost as
well as legal compliance.
Research and
Development
Research and development (R&D) is process
and information intensive. R&D intranets may contain
test tools, business plans, budgets, research
methodologies, project schedules, and team-specific
data, along with third-party alerting services that
track new developments in selected fields. This
information is used by R&D, marketing, and
manufacturing. Benefits include improved information
dissemination, enhanced collaboration in the R&D cycle,
and tighter project coordination and management.
Live Broadcast
Broadcast delivers live or on-demand
Web-based audiovisual communications to the desktop.
Broadcast improves employee productivity and focus;
reduces costs via economies on travel, events, or CD
replication; and increases return on investment through
delivery of supplementary services on existing
infrastructure.
