Value proposition depends on the the application. If you really need to quantify value as a lot of companies do typically it is best to tie the use case to some sort of metric or organizational objective. This is very straightforward if we are working with support centers or call centers because they are highly measured environments.
BrainEKP for Customer Care helps businesses break through barriers in:
· Increasing First Call Resolution. TheBrain’s visual interface significantly improves the discovery of information. Agents can get to information from multiple paths and see all related issues at hand, making it possible to discover the true cause of a problem, even if their first attempt was not completely accurate.
· Reducing Call Handling Times. Agents no longer spend time opening up and searching through multiple applications. Personalization and advanced integration features allow agents to organize and structure information to their specific tasks. They can even annotate information with private reminders and connections. When additional action is needed to resolve an issue—such as dispatching a technician or escalating to an expert—customizable built-in procedures allow automation of time-consuming tasks.
· Reducing Training Costs. BrainEKP’s intuitive user interface guides agents through complex troubleshooting issues, interrelated concepts and multiple applications. New staff members will not have to learn how to log into and use more than one system or know which system contains what information.
· Improving Quality and Innovation in Response. As agents work within their Brains and personalize them, managers can incorporate the best thinking into the shared knowledgebase. This creates a feedback loop that drives continuous improvements and benefits the entire group. Personalized views give agents a sense of pride and ownership on support issues, which not only enriches the knowledgebase but also increases job satisfaction and retention.
· Getting a Greater Return on Investment on Existing Information Sources. BrainEKP enables companies to create a single knowledgebase from multiple sources, including proprietary applications, third party data, databases and Web pages. The application offers advanced integration by enabling companies to connect to specific documents and records residing in separate repositories and pull them up in the context of all related information.
· Enhancing Customer Self-Service. In conjunction with internal deployment, companies can publish a Brain on their Web site that functions as a self-service tool for customers. TheBrain’s advanced interface displays all related information letting customers easily find all the information relevant to their needs, which keeps support calls to minimum. BrainEKP’s flexible interface facilitates cross-selling opportunities and customer self-diagnosis.
Broader Applications in KM
Regarding other applications that are not call centers or inherently measured environments quantification of value gets a little softer and trickier but not impossible. Without disclosing any confidential applications here are some other key benefits and ROIs our enterprise customers have found:
- Discovery of information that would be lost
- Decrease in employee training times
- Increased interdepartmental collaboration due to information accessibility and understand
- Increase in employee satisfaction due to more comprehensive knowledge acquisition. (Note the satisfaction of the students attested to in the Joint Council for Thoracic Surgery Education application because they can find complex information easily)
- Reduced meeting time because knowledge can be easily shared
- Companies that are growing by merger or acquisition benefit from visualization because they can see key business processes in the interface and gain a broader context on operations.
In general the more specific the application goal and purpose the more successful the implementation. For instance a manager rolling out a KM system just for the sake of general knowledge sharing will probably have moderate success. However, a manager who roll-outs out a KM system or Brain as a "training center" to get new employees up to speed faster and to capture knowledge of a retiring workforce, or a "New Sales Intranet" to visualize your "Sales cycle or deal stream" or the "Brain for research on Drug X" will have much more success because purpose is more defined and thus the Brain construction and application can be targeted and measured accordingly.
When you are constructing a Brain for a client or recommending the solution you need to understand your clients or department's pain points and business objectives, and ensure the content of TheBrain helps them reach these goals.
Now the good and the bad news is these goals are as varied and interesting as the business itself. But when a Brain is constructed with a targeted business or organizational objectives you can get some incredible results.
Hope this helps!!