KCS Sales presentation SSC

KCS Overview : 

0 KCS Overview

Reasons You Need KCS : 

1 Reasons You Need KCS 10. Need to respond and resolve problems faster 9. Problems becoming more complex 8. Giving different answers to the same question 7. Support analysts suffering from burnout 6. Little time for training 5. Answering the same questions over and over 4. Opportunity to learn from customers’ experience 3. Need to improve first contact resolution 2. Enable web based self-help 1. You must lower your support costs!

Benefits of KCS : 

2 Benefits of KCS Solve Cases Faster 50 - 60% improved time to resolution 30 - 50% increase in first call resolution Optimize Use of Resources 70% improved time to proficiency 20 - 35% improved employee retention 20 - 40% improvement in employee satisfaction Enable eServices Strategy Improve customer success and use of self-help on the web Up to 50% case deflection Build Organizational Learning Actionable information to development about customer issues 10% call reduction due to root cause removal

Traditional KM : 

3 Traditional KM Analyst doesn’t find a solution in KB Writes a new one – sometime in the future OR Flags the case so a KB expert can write the solution OR Solves it, documents it in the case notes, but nothing else. If flagged, the solution goes into a queue for the Knowledge Engineering (KE) team. KEs create solution. Solution goes to tech writers for scrubbing. Some weeks later, the solution is published – pristine and beautiful.

The Pattern of RediscoveryDemand Curve of a Solution : 

4 The Pattern of RediscoveryDemand Curve of a Solution Demand Time 30 days

The Concepts of KCS : 

5 The Concepts of KCS KCS is a methodology and a set of practices and processes that focuses on knowledge as a key asset of the support organization. KCS seeks to: Create content as a by-product of solving problems Evolve content based on demand and usage Develop a KB of our collective experience to-date Reward learning, collaboration, sharing and improving KCS is not something we do in addition to solving problems… KCS becomes the way we solve problems

The Evolution Of KCS : 

6 The Evolution Of KCS KCS originated in 1992 with a simple premise: To capture, Structure, and Re-use support knowledge With 10+ years in development and over $45 million invested, KCS has been tried and tested by early adopters that include 3Com, Oracle, Novell, and VeriSign. $2 Billion saved.

Two Examples : 

7 Two Examples Internet security services, high volume environment Time to resolve from 7.0 min to 5.5 min (-28%) Customer sat + 28% Time to proficiency from 3 months to 1 month (-66%) Software Support Time to relief -50% Time to proficiency from 6 month to 1 month (-83%)

Who Has Invested in KCS? : 

8 Who Has Invested in KCS? Lucent Nortel Networks Motorola 3Com Unisys Peregrine Systems Intel Network App. BMC Software Microsoft Baan Solutions Mosaix Compaq Novell HP Oracle Legato Lexmark QAD SGI SMS Amdahl Attachmate EMC VeriSign HDS CompuCom Partial list

Knowledge - Content Is King : 

9 Knowledge - Content Is King KCS seeks to create findable, usable content (solutions) Solutions are in the context of a target audience Solutions improve over time based on demand and usage As people find and use solutions they should be improving them “Flag it or fix it” must be part of the organization’s culture People must take responsibility for the content they interact with A solution is complete only when it is obsolete

KCS Processes : 

10 KCS Processes Knowledge

KCS Solution Structure – Technical Service : 

11 KCS Solution Structure – Technical Service Incident/call record Customer called about a problem installing a NIC. Cannot get the system to recognize the NIC after reboot. Did not order the card from us, it is a 3Com NIC. Reviewed network settings and could not find anything wrong. Customer has meeting and would like a call back tomorrow am. Talked to Bob about NIC card problem, he is running Win 98 on a Cpaq-P and he needs the latest driver from 3com for Win 98. Bob asked to leave the call open until he downloads driver. Solution Problem: Install network card Network card not recognized Environment: 3Com network card, model 300X Windows 98 Compaq Presario Fix: 1. Download latest driver for Network Card 300X from 3Com www.3com.com/drvrs/NIC 2. Follow the installation instruction on the 3Com site.

Case Workflow : 

12 Case Workflow