© 2007 Talisma Corporation Presented by: Sean P. OConnell Director, European Marketing KM Expert...

© 2007 Talisma Corporation

Presented by:

Sean P. O’Connell

Director, European Marketing

KM Expert Summit 2007Because Simple Knowledge is Winning KnowledgeDo more with Less!

www.business-solutions.co.il


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


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 company’s 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.


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


Percentage of Online UsersQuestion: 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

10%

16%

26%

35%

35%

35%

41%

45%

49%

52%

54%

0% 20% 40% 60% 80% 100%

None, the quality of customer service doesnot affect my purchasing decision

Whether customer service is outsourced

Site performance, navigation

Access to CSRs via chat

Access to order history online

Hold time on phone inquiry

Thoroughness of e-mail response

Speed of e-mail response

Access to live CSRs via phone

Knowledgeable CSRs

Efficiency of response to inquiry

More sensitivity to email response than phone

Customer Satisfaction: Speed and Accuracy are Top Factors


Knowledgebase Business Scenarios

Self Service

Contact Centers

Help Desk

Document Management


Self Service Success Story: Sharp Electronics Corporation

Business ChallengeSupporting a fast growing global customer base was increasingly challengingLarge number of routine questions, each requiring agent attention were driving up hold timesMeeting customer expectations was becoming a challenge

Talisma SolutionRobust customer self service using Talisma KnowledgebaseAuto-conversion tool rapidly populated articlesPersonalized, branded customer portal

Key Business BenefitsReduced call volume 15% in the first month, 50% in the first yearPositive ROI in the first six monthsIncreased customer satisfaction

Sharp is a world-class leader in LCD technology and portable laptop performance



Self Service

Contact Centers

Help Desk

Document Management


Contact Center Success Story: Canon USA, Inc.

Business ChallengeProvide superior support to Canon’s dealer networkEnsure up-to-date drivers and technical information is available 24/7/365Integrate with trouble ticketing system

Talisma SolutionImplemented Talisma KnowledgebaseUtilized robust article workflow and expiration systems

Key Business BenefitsSupporting more customers more effectively with fixed resourcesRetaining knowledge regardless of employee turnoverIncreased customer satisfaction shown in surveysAchieving over 40,000 knowledge interactions per month

Canon is a leader in professional business and consumer imaging equipment and information systems



Self Service

Contact Centers

Help Desk

Document Management


Help Desk Success Story: Rohm and Haas

Business ChallengeImprove efficiency of helpdesk employeesOrganize information needed to support hundreds of productsIntegrate with trouble ticketing system

Talisma SolutionImplemented Talisma KnowledgebaseInstalled and operational within weeksRapid article import using “single click import”

Key Business BenefitsRapid ROI driven by a fully operational system with over 1000 articles in less than three weeksIncreased first call resolution by 50% Improved efficiency, help desk employees handle more calls in less timeConsistent, accurate, up-to-date information

Rohm and Haas is one of the world’s largest producers of specialty chemicals



Self Service

Contact Centers

Help Desk

Document Management


Doc Mgmnt Success Story: University Hospitals of Leicester NHS Trust (UHL)

Business ChallengeProvide a single point of access for all corporate information to partners, vendors, and the general publicEnable powerful search technology to support the different constituenciesInstall robust document management functionality with version control

Talisma SolutionImplemented Talisma KnowledgebaseSingle application for both internal and external usersSearch engine supports medical research and general queries

Key Business BenefitsImproved patient care through timely, accurate, reliable informationReduced printing and distribution costs for documentsIncreased efficiency by consolidating information sources

UHL is one of the largest acute teaching hospitals in the United Kingdom


The Key to SuccessFour 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

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.






“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, we’re pleased with the return we have enjoyed on our investment in this software and would highly recommend it to other companies.”



Provides Multiple Search and Retrieval Methodologies

Streamlines Content Creation and Publishing Processes

Guides Users to Appropriate Support Alternatives


“We believe Talisma’s 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.







•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



Choose the Leader in Web Self-Service!


Talisma CIM 8.0 Suite

Complete Channel ChoiceProvide a consistent experience Facilitate escalation between channelsDeliver new and innovative channels including VoIP

Consistent Customer and Agent Experiences

Deliver accurate messages across self and assisted service channelsAutomate intelligent responsesRich Agent User Interface

Immediate Customer HandlingCommon Queuing/Routing to most appropriate agentAll interactions in single view

Drive Ongoing ImprovementsBusiness Process and On-the-fly Adjustments

Connect to 3rd Party ApplicationsLeverage existing investmentsImprove service speed and quality


Choose the Leader in Web Self-Service!


In Conclusion

Website: www.talisma.com

Talisma Trial Offers for Customer Interaction Management Solutions

Talisma Customer Interaction Management 7.0 Suite (8.0 from March)Talisma EmailTalisma ChatTalisma Knowledgebase

Local Presence, for Sales, Service & Support throughBusiness Solutions, right here in Tel Aviv.


Questions?

Thank you

[email protected]

Visit us at the Business Solution Stand

www.business-solutions.co.il

© 2007 Talisma Corporation Presented by: Sean P. OConnell Director, European Marketing KM Expert...

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