Dovetail CRM now incorporates knowledge management capability that delivers KNOVA’s suite of Intelligent Customer Experience applications.
Knowledge
management is an easy area for the enterprise to achieve mediocre
attainments, and this is because technology is only part of the story.
The way you deploy and integrate the system with internal and
customer-facing processes is equally important, one of the keys to best
practice.
One commentator on knowledge management systems over at ITtoolbox
has noted the variety of KM deployments that are “lying around” going
to waste in many companies, largely because integration – that primary
IT bugbear – is not possible.
“Many of the KM implementations I encounter use the
following approach: Clean the content (or add it via some hard to use,
proprietary interface that hates uploaded material), index it, search
it. Most of the larger companies I have engaged with have several of
these lying around with no way to natively integrate them or extend
their value. However Web 2.0 technologies could make them seem
integrated from the front -end and search them simultaneously to
provide much further reaching results. As I see it, KM Unification is going to be the NBT
in our industry. Organizations have committed to search, km, and
collaborative technologies which means the foundation is there, the
content is there. KM Unification means that
the relationships between information regardless of the platform can be
discovered and used from a single interface – with a minimal amount of
cost or effort.” – Mashup Ubiquity
Dovetail Software from the beginning has always been about integration. Companies make large investments in their CRM
systems, and especially with customer service at stake it’s crucial to
deploy knowledge management systems that integrate well with CRM.
“Dovetail integrates well of course. Built on open
standards, and offering the .NET development platform, with its
integration tools, Dovetail typically deploys seamlessly, especially
with the Amdocs Clarify system, which it is built to enhance.” – CRM Integration State of Play
Now that Dovetail CRM
comes coupled with comprehensive knowledge management capabilities,
this empowers the organization to deliver a seamless, consistent
customer experience across all channels and support resources. KNOVA - named as one of the 100 Companies That Matter in Knowledge Management – is highly regarded for its search and classification technology that unites disparate knowledge sources and unstructured content from across the enterprise.
CRM magazine provides a summary of best practices in knowledge management, and asks and answers its own question:
“How can a knowledge base be used with other customer service communication channels?”
“All customer interactions are knowledge dependent,
and today we trust that through training and mentoring agents have the
knowledge to effectively satisfy customer needs. By centrally
capturing, storing, managing, and delivering knowledge, you create a
hub that supports all interactions and channels. This hub enables
companies to establish and execute a plan for capturing the wisdom of
the few and delivering it to the many. The hub allows agents to pull
information into any communication. This seamless integration improves
the customer experience and drives consistent, accurate messaging.” – Knowledge Management Made Easy
So now, owners of Clarify systems who deploy Dovetail CRM, and existing Dovetail users, can empower their own customers
“to help themselves with a personalized, proactive self-service
experience that reflects the way they prefer to interact with the
organization.” A very beneficial result.
