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Frequently Asked Question - KMS

The Objectify Frequently Asked Question Knowledge Management module provides an online tool to collect, order, store and distribute such information over your web and/or intranet sites.

Customer service staff can simply search for information using easy search facilities using keywords and other terms and be confident that they are reciting and providing the approved responses. This improves job satisfaction and reduced frustration for your customer service staff.

The system also address the challenges of gathering the information from many "subject matter experts" perhaps across many departments within the organisation. Information can be contributed, edited and approved accordingly.

Regular reviews can be enforced to help implement your information review policies. Full audit trails and assignment of responsibilities for subject areas can be implemented to achieve timely collection, review and accountability.

Business Benefits:

Improve customer service by improving responsiveness and reducing double-handling and transferring of calls to "subject matter experts" who may or may not be available at the time of the enquiry.
Help reduce calls to customer service (if desired) by making relevant information available on your web site for customer self-service for Frequently Asked Questions
Protect your organisational customer service knowledge by getting it "out of peoples' heads" and onto the system
Reduce training and induction time for customer service staff making them productive sooner
Improve job satisfaction of customer service staff as they can service their clients' needs more effectively
Help ensure customer service information is always correct and up-to-date with regular updates and planned reviews of available information
Greatly reduce development time and IT costs in building the applications

Architecture & Technical Requirements Overview:

The Objectify Customer Service FAQ System is based on our Knowledge Management System. This works with Windows Server products such as Internet Information Services (IIS), SQL Server and the .NET Framework.

The live site for information searching can run completely independently of the KMS and database allowing secure live site operations and externally-hosted live site operations if desired. This architecture also supports live-site redundancy and ongoing operation in the case the KMS is unavailable, giving you peace-of-mind that your critical content remains accessible.

Based on XML and XSLT you can be assured that you are helping to future-proof your important customer service repository.

The live site searching and even forms to collect information can be fully integrated within your existing web and/or intranet site(s).

Key Differentiators over Similar Products:

Ease of use for knowledge contributors and managing "subject matter experts"
Open and scalable architecture offering choices for integration and implementation topology
Fast implementation timeframes with proven, risk-reducing project methodologies
Value-for-money
Local, Australian support
Proven track record in successful, on-time, on-budget implementations