KnowledgeRoom for Sales & Marketing Support
Buyers of sophisticated products, e.g. from the high-tech or med-tech/pharma sector, expect comprehensive service and support more and more – especially in applying the product. Standardised support and customer care services, such as those offered by manufacturers in the consumer-goods and retail sectors, cannot adequately deal with the complex problems that crop up when using sophisticated products. With products like these (e.g. medications, implants), the trend is towards "knowledge-based support" – whereby the timely and high-quality provision of knowledge support is becoming a decisive competitive factor among manufacturers.
The more complex the product, the greater the proportion of knowledge in the support process
The finebrain™ KnowledgeRoom supports companies in organising and operating knowledge-based product marketing support:
Increase in customer satisfaction
- Simple and structured access to top-quality expertise about product use in documented form
- Answers to individual questions from competent and reputed experts while maintaining complete confidentiality
Increase in service efficiency
- Systematic logging of answered questions and non-respondent-traceable processing of same for use in similar cases
Optimisation of "market intelligence"
- Reflux of individual users' market and product knowledge into the development and marketing areas of the manufacturer
- Statistical analysis of market- and product-relevant system interactions