Knowledge Management Solution to improve CRM processes

The consideration that a company’s perceived image is increasingly based upon the professionalism and competence of Contact Centers caused company know-how to be regarded as a crucial instrument to strengthen and improve this function, considering that at present, Contact Centers represent a true competitive advantage, especially for large consumer service providers. Customer knowledge sharing and development are pre-requisites to reduce customer base management costs and increase potential revenue flows.

An integrated Knowledge Management system is key to the setting up, development and strengthening of this new approach to customer relationship management, making it possible to:

- Avoid information overflow
- Improve response time
- Prevent knowledge obsolescence
- Reduce operator’s training time and costs

In close collaboration with one of the European Telco Operators most attentive to Customer Satisfaction issues, Reply designed and implemented a platform perfectly integrated with the legacy systems, giving Contact Center operators access to the company’s information assets.

The solution, which is entirely Web-Based, allows Customer Service operators to query and search internal and external databases, using “natural language”.

The introduction of the Knowledge Management platform produced a significant reduction in the activation of call diversion procedures.

The integration with Customer Service proprietary databases gives operators the opportunity to manage “customer profiles”, containing all the information about previous customer/company interactions, outstanding contracts and Cross and Up-Selling suggestions, from a single interface.