KnowledgeRoom for Technology Support
Maintenance and support of sophisticated technologies are characterised by their complexity and a high demand for expert knowledge. finebrain enables the relevant expertise in documents and people's minds to be accessed quickly and lets complex processes be efficiently managed and controlled.
The following are the concrete advantages you can expect when you optimise your technical support process with finebrain:
Increase in process efficiency
- Reduction in problem resolution time
- Minimisation of follow-up time
- Enabling of user self-service
Increase in process effectiveness
- Increase in first-call resolution rates
- Decrease in escalation rate
- Minimisation of break-in time for new employees
Simplified introduction of new technologies
- Ensuring knowledge transfer "on demand"
- Establishing of level-specific expertise
Monitoring of services from system suppliers
- Automated reporting of support provided acc. to service contract/SLA
This is how finebrain lets you achieve the desired process enhancements in your technical support system:
Fast access to the right solution know-how
- Focus on core knowledge
- No information overflow
- Structured and intuitive access
Integrated access to implicit knowledge
- Optional escalation to specific experts (internal or external)
- Structured storage of these interactions ("previous Q&As")
Quality assurance
- Controlled input of knowledge into the system (workflow)
- Statistical analysis of solutions / system activity / external services
Deutsche Telekom uses the finebrain™ KnowledgeRoom as their knowledge and expert portal for Telekom's last-level broadband technology support. The system links documented knowledge for solving complex support cases with the option of targeted interaction with experts. Thanks to a knowledge structure adapted especially for last-level support, the support staff can find the right solution knowledge and – if needed – also call on the experience and expertise of selected specialists.
Deutsche Telekom commissioned the project after an intensive evaluation including a test installation. According to the company, finebrain was far and away the winner in the evaluation process. Test users, says the company, were especially convinced by the finebrain™ KnowledgeRoom's uncommon user-friendliness, intelligent access to information via the knowledge structure and combination of archived knowledge and communication with experts. For Deutsche Telekom, the finebrain team was awarded the project in the end thanks to its innovative spirit, high level of technical skill and flexibility in project planning. The knowledge and expert platform from finebrain accelerates the troubleshooting and error-resolution processes and enhances quality in one of the company's most important business areas: corporate customers.