Support: inside-out customer service
Supporting your customers and distributors often involves knowledge management and knowledge sharing. Tridion offers you the ideal online environment for knowledge sharing.
Description
Knowledge sharing
Supporting customers and partners on issues they have with your products or services is one of the most determining factors in customer satisfaction studies. Customers expect you to completely understand their situation and that you are well positioned to help them. Having access to the right content and customer data is therefore crucial. Solid technical and process integration between content, call centre and customer data is essential and at the same time it poses serious challenges to enterprises establishing this on a global scale. Consider the support outsourcing initiatives (to third parties) on top of this and you’ll understand the complexity of support and knowledge sharing in the online era.
Knowledge management
Knowledge Management is the ability of putting in place everything around knowledge sharing with a primary focus on non-structured content. An increasing number of enterprises are creating Knowledge Management as a business function to be a part of corporate Information Management. Knowledge Management can be the core area to hold responsibility over the cross departmental knowledge sharing needed to maximise the customer service performance. Leading to continuous up-to-date and consistent content on your online channels and to well-trained staff working in direct dialogue with your clients on support issues.
Self Service
Successful self service often starts with offering easy-to-navigate and easy-to-find content. Customers are impatient and, in support situations, they are not always in a happy mood. Your Support strategy should therefore be aimed at gaining instant response to customer enquiries. Customers want direct access and direct response. It is your business challenge to meet those new demands both from a process and an IT perspective.
Back office integration
The online presence of your company is not a stand alone issue. Functionality on Web sites is increasing and direct interaction with customers, distributors and other stakeholders has become a standard requirement. Especially in Support environments this means opening up the back-office systems to the Internet. ERP, Supply Chain, CRM, Finance, all kinds of data is needed online. Integrations need to be carefully defined and implemented. You do not want to throw your key company data out on the street. This is a crucial topic which keeps IT managers awake at night.
Benefits
Problem resolution
In support situations, everyone wants the problem resolved quickly. Your customer wants a quick answer. You want to speed up your support process as much as possible and as cheaply as possible.
Many SDL Tridion customers use our Web Content Management product, R5, as the cornerstone for support operations. R5 allows them to manage the most up-to-date information in one central location, and distribute this information with the click of a mouse.
Local Empowerment
Global organizations often localize product and service information, and maintain this information from multiple locations. It is crucial for local support operations to meet their local clients' support requirements. SDL Tridion offers centralized control, while enabling multiple contributors, in different locations to contribute to a centralized knowledge base.
Targeted communication
Consumer products sometimes require fast communication for recalls in order to minimize the effect of crisis situations. In these scenarios, organizations need to be able to convey information as quickly as possible, and in as many mediums as possible. SDL Tridion provides organizations with the ability to reuse information, maintained from a central location, in many mediums including Web sites, e-mail, SMS and so on.
SDL Tridion enables you to communicate consistently through all these channels to specific target audiences.
Easy migration and integration
Replacing an existing WCM solution with SDL Tridion R5 means that you need to ensure that you can migrate content to your new environment. Often redevelopment of a Web site involves new content, however, you may want to reuse vast amounts of content. We provide both the tools (Content Porter) and know-how to accomplish these tasks.
Further, most organizations need to integrate with back-end systems such as ERP and CRM systems. As an enterprise-ready solution, R5 is well suited for the task. Many of our customers integrate with a variety of back-office systems ensuring content accuracy and system efficiency.
Our product, professional service capabilities and strong global partner network make both migrations and integrations a success.