Leaders across industries, from large to midsize organizations, are seeking to empower their customer-facing people and partners with tools that improve customer insight and simplify how these parties work together. They want Customer Relationship Management (CRM) technologies that are simple to use, adapt to their existing workflows, and are designed not just to capture a pre-selected list of transaction details but to help companies:

• Collaborate with customers and partners to resolve incidents
• Effectively Leverage online customer self-service resources
• Work with customer feedback and partners to drive innovation from concept to commercialization by enabling people to work together on the research, design, and development of new products.
• Share information, tools, and infrastructures among employees, suppliers, distributors, business partners, and the customer in a closed-loop network.
• Build communities and turn every interaction into an opportunity for building strong customer connections and revenue generation.

Collaboration is the basis for bringing together the knowledge, experience and skills of multiple team members to contribute to solving a problem more effectively than individual team members who trained to perform their narrow tasks in support or product development. Teams can produce better results when they combine their resources. As such collaboration is the basis for efficient customer support and handling support escalation cases.

Knowledge Loop's seamlessly connects people, ideas, and processes to satisfy all your collaboration, compliance, and business process requirements.

• Use discussion forums to discuss and comment on documents or ideas with colleagues
• Email documents to coworkers securely from within the application
• "Tag" or label document contents and let colleagues know what you're working on
• Keep your coworkers in the loop by publishing document and folder changes to your company dashboard

Knowledge Loop's proven Collaborative Support solution used by leading high technology and computer software companies to differentiate their customer support services and reduce time-to-resolution by 70%.

Challenges

Most support systems in use today were designed for one support analyst working and resolving a customer issue, assuming a tiered escalation model. Companies that sell enterprise solutions are abandoning this model at a rapid clip. Simply put, this model breaks down when customer support issues require the expertise from multiple disciplines across the organization, forcing analysts to go outside the CRM system and leverage their personal network of contacts through e-mail, instant messaging and phone calls to resolve the issue. The process is ad-hoc, inefficient and fails to build knowledge that can be reused on the next call.

Does your organization face any of these challenges?

• Too many issues escalated to expensive level 2 or level 3 resources? Little to no improvement in time to resolution
• Expensive knowledge base content development
• Long authoring cycles for knowledge base content
• Declining customer service metrics for critical issues
• Unstructured team resolution process
• Inefficient ramp up for new products and releases

Our Solution

KnowledgeLoop helps you implement a knowledge-centered support strategy by augmenting your existing investments in support systems and knowledge bases by:

• Identifying and managing domain experts throughout the organization with their skills, aptitude, availability and track record of success solving similar issues
• Structuring the complex incident resolution process with available solutions, diagnostic approaches, relevant documents and online collaboration with subject matter experts
• Automatically capturing the knowledge developed - during the resolution process - and organizing it according to your unique taxonomy
• Immediately publishing new knowledge to your knowledge base, making it available for reuse on the next customer call
• Identifying the performance of your team to resolve critical issues and to highlight skills development needs
• Integrating with your existing systems with proven adaptors to leading support systems.

The Benefits

With no barriers to participation and knowledge that builds on every interaction, you will enjoy a team-based support process to:

• Realize up to 70% improvement in resolution time
• Effortlessly build knowledge base content and reduce support costs? Lower cost of support by shielding your expensive Level 2 and Level 3 analysts away from issues easily resolved by Level 1.
• Effectively train new analysts with online mentoring programs
• Easily identify costs and performance metrics by root cause

The best part of the KnowledgeLoop's solution is that is simple to implement and fits with today's budget constraints so you can quickly get started. A fully deployed system can be delivered in days and start creating value that will generate a return on your investment in a few weeks.

KnowledgeLoop is a powerful Team Selling solution that improves close rates for highly complex sales cycles that require geographically coordinated resources and close collaboration with multiple, internal groups.

Challenges

To win in today's ultra competitive market for enterprise-class product and service sales, you must effectively marshal your company's resources across multiple disciplines to deliver a solution that exceeds the expectations of your prospective customers. Many sales teams today, however, simply do not have timely access to corporate intellectual assets that can help prepare the best proposal to crush the competition to win the deal.

Does your organization face any of these challenges?

• Difficult to organize, prepare and win Request for Proposals
• Significant hits to team productivity due to false starts and recreating available information
• Discordant client interactions by not being fully prepared with the best corporate knowledge
• Long sales cycles and poor close rates

Our Solution

KnowledgeLoop empowers your team with the knowledge and tools they need to outmaneuver the competition and prepare solutions that better meet client needs. Now you can close more deals and at higher revenue by:

• Identifying key resources across the enterprise and with business partners that have insight to either the client or competition, or have the experience of developing a similar solution for your client's needs
• Structuring and delivering the proposal by building a response team, tackling the critical issues, and synchronizing efforts to deliver a differentiated proposal
• Leveraging the solution for future deals by automatically capturing information and making it immediately reusable for other opportunities
• Providing management visibility to effectively coordinate the team-based sale and control all aspects of customer interaction.

The Benefits

Arm your sales team with the most advanced team-based selling solution for complex sales to:

• Realize higher close rates with differentiated proposals that effectively build upon the knowledge of key enterprise experts and the latest product and service information
• Shorter sales cycles when you're A-team is involved early to eliminate objections up front and advance the proposal
• Focus team execution and leverage available corporate resources to improve productivity and effectively handle more pipeline opportunities
• Increase competitive barrier-to-entry by establishing multiple relationships and contacts between the account and vendor

The best part of KnowledgeLoop is that is simple to implement and fits with today's budget constraints. A fully deployed system can be delivered in days and start creating value that will generate a return on your investment in few weeks.

Traditional enterprise portals are a dead end. Just putting information on the Web is not sufficient. Becoming customer-centric has never been more critical-or attainable. Customer experience is increasingly replacing the traditional differentiators such as price and product quality. How well your employees know your customers and work together with your partners to give them a rewarding experience can determine your business success.

According to Marketing Sherpa and CMP TechWeb, 44% of Decision Makers said that Online communities are the #1 interactive information source for consumers researching a technology purchase, and eBay reports that community members spend 54% more than non-members.

No one does a better job spreading the word than happy customers. They expect to hear from you and be heard. Enabling a vibrant community for customers to share their own stories, our proven and universally trusted community platform gives companies the flexibility to incorporate social software into their websites however they're comfortable. Make your website more interactive, invite your customers to participate and while your company's positive exposure quickly expands.

KnowledgeLoop's Community Building Application is engineered to capture conversations in a friendly way, dramatically improving your visibility for how customers use your product and what issues they straggle with. You can gain valuable insight into customer behaviors, preferences and needs by analyzing the community's conversational data and engage with your customers for feedback and innovation like creating public (or invitation-only) online focus groups to solicit feedback around new products or ideas, and build communities of employees, customers and partners to engage a larger audience in the development process.

We've made it incredibly easy to incorporate your community into virtually every one of your web properties.

Companies that demonstrate comprehensive collaboration across the extended enterprise can enrich the customer experience. The positive effect on the customer experience can generate more loyalty, retention, and demand, and help the business better manage its costs and improve its products and services. From product innovation to responsive customer service, it is people working together who shape the customer experience. Our goal is to help your company achieve results by providing tools that help interact with your customers at a higher level, in four key ways:

• " Simplify how customer-facing teams work together and collaborate with partners and customers, while safeguarding confidential information. Tools include group workspaces, automated alerts, integrated messaging, and Web-based meetings.
• " Enhance the ability of customer-facing employees to respond effectively to customer opportunities and needs with integrated communications and quick access to people and information. Features include enterprise search, portals and presence awareness, and messaging capabilities that unlock the value of isolated information.
• " Enable sales, marketing, and customer service professionals to work more efficiently and deliver better and faster results for customers, by creating high-impact sales proposals and other documents.
• " Integrate communications technology to make it easy for people to stay connected, with a consistent way to manage their communications across multiple channels, applications, and devices-anytime, anywhere.

The robust nature of the platform itself offers many more ways to effectively engage your customers and partners, including enabling your customers to be more successful by working together.

KnowledgeLoop collaboration platform gives you the building blocks you need to manage and optimize the issue resolution and knowledge capture process by focusing on the following:

• Self-Resolve: Search and resolve before asking for help
• Visibility & Control: Capture and track all open situations
• Match Experts: Find, delegate or deflect
• Team Resolution: Communicate, collaborate and resolve
• Answer Once: Automatically capture answer for re-use
• Understand and Improve: Analytics and Reports

With KnowledgeLoop, teams can easily span organizational, geographic and company boundaries. Best of all, you can leverage the knowledge and insight automatically captured during resolution to improve your support processes, customer relationships and satisfaction levels.

KnowledgeLoop platform allows users to work in a favorite Web browser or directly in Microsoft Outlook with advanced knowledge building and team collaboration tools to access relevant information, find help from experts and resolve complex issues faster.

KnowledgeLoop platform leverages Web 2.0 technologies to deliver appealing look and feel, wide software / hardware compatibility and ability to seamlessly integrate with other enterprise applications, including your CRM, call tracking and existing knowledge management systems using Web services and XML-based APIs. This standards-based approach allows you to offer valuable new collaborative customer support and account management functionality to your customers, partners, and suppliers.