There are both quantifiable and qualitative benefits to adopting KCS. Consortium members who have implemented KCS in either their internal or external support organizations are reporting dramatic improvements in incident resolution and training times, in customer satisfaction, and in Support Analyst job satisfaction. As a result, they are realizing substantial savings in operating costs while seeing improvements in service levels.
They find they can:
Solve Cases and Incidents Faster
50 - 60% improved time to resolution
30 - 50% increase in first contact 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-service
Up to 50% case deflection
Build Organizational Learning
Provide actionable information to product development about customer issues
10% issue reduction due to root cause removal
People choose to adopt KCS because they see a need to scale and extend their support capabilities but do not have endless staffing or budget resources.
KCS breaks through the limitations of traditional support strategies and enables support organizations to deliver greater value with more efficiency. The secret? Capitalizing on what they already have: knowledge. This increased value is created and managed by capturing the collective experience of the support organization in solving problems and answering questions for customers. Making that knowledge reusable, and evolving it to reflect organizational-level knowledge creates huge leverage.