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© 2007 Talisma Corporation Presented by: Sean P. OConnell Director, European Marketing KM Expert Summit 2007 Because Simple Knowledge is Winning Knowledge.

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Presentation on theme: "© 2007 Talisma Corporation Presented by: Sean P. OConnell Director, European Marketing KM Expert Summit 2007 Because Simple Knowledge is Winning Knowledge."— Presentation transcript:

1 © 2007 Talisma Corporation Presented by: Sean P. OConnell Director, European Marketing KM Expert Summit 2007 Because Simple Knowledge is Winning Knowledge Do more with Less!

2 © 2007 Talisma Corporation Talisma is a global provider of Customer Interaction Management (CIM) software solutions enabling contact center, customer service, sales & marketing organizations to deliver a truly exceptional customer experience. Company Mission

3 © 2007 Talisma Corporation Knowledgebase Defined A Knowledgebase offers the promise of leveraging the intellectual assets of a company and is most commonly described as capturing, retaining, and reusing employee knowledge. The Knowledgebase should be focused on enabling all user groups in a companys ecosystem to find the correct information at the right time. Employees, customers, and partners should be able to retrieve knowledge from a common repository and also participate in a controlled process for contributing their valuable knowledge learned in the course of their job to that common repository.

4 © 2007 Talisma Corporation The Bottom Line Organisations Need to Improve Services Across All Channels. Top strategies for centers with defined strategies include customer satisfaction (75%), quality and process improvements (70%), and technology strategy (70%). Cost per interaction for technical support averages $12 while cost for web self service averages less than 25 cents. Self-Service Initiatives for Contact Centers Elizabeth Herrell, Forrester Research April 24th, 2006

5 © 2007 Talisma Corporation Percentage of Online Users Question: Which of the following aspects of customer service most affect your decision to make future purchases from a particular Web site? (Select all that apply.) Source: JupiterResearch/Ipsos Insight Consumer Survey (11/06), n = 2,104 More sensitivity to response than phone Customer Satisfaction: Speed and Accuracy are Top Factors

6 © 2007 Talisma Corporation Knowledgebase Business Scenarios Self Service Contact Centers Help Desk Document Management

7 © 2007 Talisma Corporation Self Service Success Story: Sharp Electronics Corporation Business Challenge Supporting a fast growing global customer base was increasingly challenging Large number of routine questions, each requiring agent attention were driving up hold times Meeting customer expectations was becoming a challenge Talisma Solution Robust customer self service using Talisma Knowledgebase Auto-conversion tool rapidly populated articles Personalized, branded customer portal Key Business Benefits Reduced call volume 15% in the first month, 50% in the first year Positive ROI in the first six months Increased customer satisfaction Sharp is a world-class leader in LCD technology and portable laptop performance

8 © 2007 Talisma Corporation Knowledgebase Business Scenarios Self Service Contact Centers Help Desk Document Management

9 © 2007 Talisma Corporation Contact Center Success Story: Canon USA, Inc. Business Challenge Provide superior support to Canons dealer network Ensure up-to-date drivers and technical information is available 24/7/365 Integrate with trouble ticketing system Talisma Solution Implemented Talisma Knowledgebase Utilized robust article workflow and expiration systems Key Business Benefits Supporting more customers more effectively with fixed resources Retaining knowledge regardless of employee turnover Increased customer satisfaction shown in surveys Achieving over 40,000 knowledge interactions per month Canon is a leader in professional business and consumer imaging equipment and information systems

10 © 2007 Talisma Corporation Knowledgebase Business Scenarios Self Service Contact Centers Help Desk Document Management

11 © 2007 Talisma Corporation Help Desk Success Story: Rohm and Haas Business Challenge Improve efficiency of helpdesk employees Organize information needed to support hundreds of products Integrate with trouble ticketing system Talisma Solution Implemented Talisma Knowledgebase Installed and operational within weeks Rapid article import using single click import Key Business Benefits Rapid ROI driven by a fully operational system with over 1000 articles in less than three weeks Increased first call resolution by 50% Improved efficiency, help desk employees handle more calls in less time Consistent, accurate, up-to-date information Rohm and Haas is one of the worlds largest producers of specialty chemicals

12 © 2007 Talisma Corporation Knowledgebase Business Scenarios Self Service Contact Centers Help Desk Document Management

13 © 2007 Talisma Corporation Doc Mgmnt Success Story: University Hospitals of Leicester NHS Trust (UHL) Business Challenge Provide a single point of access for all corporate information to partners, vendors, and the general public Enable powerful search technology to support the different constituencies Install robust document management functionality with version control Talisma Solution Implemented Talisma Knowledgebase Single application for both internal and external users Search engine supports medical research and general queries Key Business Benefits Improved patient care through timely, accurate, reliable information Reduced printing and distribution costs for documents Increased efficiency by consolidating information sources UHL is one of the largest acute teaching hospitals in the United Kingdom

14 © 2007 Talisma Corporation The Key to Success Four key considerations when Choosing a Knowledge Management Solution Provide Multiple Search and Retrieval Methodologies Streamline Content Creation and Publishing Processes Guide Users to Appropriate Support Alternatives Simplify the Implementation Process 1. PROVIDE MULTIPLE SEARCH AND RETRIEVAL METHODOLOGIES According to Jupiter Research, 'It is critical to optimize keyword, text, and natural language processing searches by employing tools such as a synonym engine, allowing words with similar meanings to be linked together or indexing remote content sources, enabling users to search into alternate Web sites, databases and other file servers.

15 © 2007 Talisma Corporation Provide Multiple Search and Retrieval Methodologies Streamline Content Creation and Publishing Processes Guide Users to Appropriate Support Alternatives Simplify the Implementation Process 1. PROVIDE MULTIPLE SEARCH AND RETRIEVAL METHODOLOGIES The adoption rate of Talisma Knowledgebase is so high because the software is so user friendly, says Lucy Boardway, Knowledge Engineer, Rohm and Haas. As our user base grows, were pleased with the return we have enjoyed on our investment in this software and would highly recommend it to other companies. The Key to Success Four key considerations when Choosing a Knowledge Management Solution

16 © 2007 Talisma Corporation Provides Multiple Search and Retrieval Methodologies Streamlines Content Creation and Publishing Processes Guides Users to Appropriate Support Alternatives Simplify the Implementation Process 1. PROVIDE MULTIPLE SEARCH AND RETRIEVAL METHODOLOGIES We believe Talismas focus on integration across channels and systems will help us take eSignal customer service to the next level, said Scott Johnson, Vice President of Client Services, eSignal. The Key to Success Four key considerations when Choosing a Knowledge Management Solution

17 © 2007 Talisma Corporation Provide Multiple Search and Retrieval Methodologies Streamline Content Creation and Publishing Processes Guide Users to Appropriate Support Alternatives Simplify the Implementation Process 1. PROVIDE MULTIPLE SEARCH AND RETRIEVAL METHODOLOGIES Focus on Essential Features Use the recommended implementation process to reduce throwaway and rework efforts Before adding a level of complexity, validate assumptions with users Conduct a business needs assessment to ensure scope and return are known in advance The Key to Success Four key considerations when Choosing a Knowledge Management Solution

18 © 2007 Talisma Corporation Choose the Leader in Web Self-Service!

19 © 2007 Talisma Corporation Talisma CIM 8.0 Suite Complete Channel Choice Provide a consistent experience Facilitate escalation between channels Deliver new and innovative channels including VoIP Consistent Customer and Agent Experiences Deliver accurate messages across self and assisted service channels Automate intelligent responses Rich Agent User Interface Immediate Customer Handling Common Queuing/Routing to most appropriate agent All interactions in single view Drive Ongoing Improvements Business Process and On-the-fly Adjustments Connect to 3rd Party Applications Leverage existing investments Improve service speed and quality

20 © 2007 Talisma Corporation Choose the Leader in Web Self-Service!

21 © 2007 Talisma Corporation In Conclusion Website: Talisma Trial Offers for Customer Interaction Management Solutions Talisma Customer Interaction Management 7.0 Suite (8.0 from March) Talisma Talisma Chat Talisma Knowledgebase Local Presence, for Sales, Service & Support through Business Solutions, right here in Tel Aviv.

22 © 2007 Talisma Corporation Questions? Thank you Visit us at the Business Solution Stand


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