Aptean

To effectively capture, develop, and share organizational objectives, Knowledge Management (KM) translates the in-house knowledge assets to insights that create value and meet tactical and strategic requirements. A successful and sustainable KM program makes companies more efficient to keep the customers satisfied. Aptean’s knowledge management platform software, Knova is designed for the enterprise specifically to meet KM needs of large customer service and support. The solution helps companies fix customer issues quickly, precisely, and cost-effectively with exceptional scalability. Knova helps clients create, manage, and provide their answers and knowledge content to users through flexible, personalized and combined knowledge practices constantly with the top standards that organization needs.

Knova offers KCS approved (Knowledge Centered Support) performance with comprehensive feature details and class-leading tools. The software also provides patented intelligent search, integrated knowledge base, agent tools for assisted service in-process authoring, comprehensive self-service portal, CRM integration, and reporting with analytics. To assist the customers better, Knova also offers wide range of services like application independent consulting, customization, implementation, technical consulting, cloud managed services and many more.

Knova is a complete featured solution that can be directly used by knowledge managers to launch a broad, multi-channel knowledge program to hand over resolutions and not just search results. The main aim of the solution is to provide all the actionable data for the business users to act on the knowledge trends without a need for advanced programmers and linguistics. The software offers a string of direct product-related services carried out by a team of knowledgeable individuals with experience in KM, Customer relationship management (CRM), KCS, and best practices in customer service and support. Knova also provides a self-service, powerful, browser-based application that allows the employees to effortlessly access queries and answers via an instinctive knowledge base search. With this software, all the answers to the queries will be quickly available to the employees though assisted support or self service portal improving responsiveness and employee fulfilment.

Knova’s flexible search and guiding features tagged with personalized knowledge experience offers fast and on-the-dot access to all the related content and delivers more accurate answers across the business. One particular case where the company’s help was largely appreciated was for CNH—an agricultural and construction equipment firm. The client needed assistance across its product range, models, product categories in different languages for their dealers worldwide. Additionally, CNH also wanted to dig into its contact centers to use as a chance to shoot up its customer satisfaction and retention.

With Knova, the company got hold of 4000 knowledge objects within the first year and after six years, it reached close to 45000 representing more than 3300 product models with each translated into six different languages. Translation costs were reduced by 40 percent helping dealers across the globe to recognize immense savings through enhanced customer service. CNH also identified major savings in self service and increase in customer satisfaction.

Aptean’s primary goal with Knova is to support organizations in every step possible by assuring a trouble-free and successful execution of tasks with effective usage of knowledge management. The company future revolves around evolution of KM, CRM, and support automation technology solutions to steer effectiveness and cost savings. The organization helps customers recognize positive returns on investments and offer better customer satisfaction.