The Benefits of Superior Knowledge Management Perry Kelly

Agenda The Next Support Value Proposition What do our Customer want Knowledge Centered Support - KCS – What is it? Out Pilot The Good, The Bad, The Ugly

The Next Value Proposition! Not a new System Not a new Technology Not a Process It’s about SHARING KNOWLEDGE CULTURE CHANGE

COMMUNITY CONVERSATIONS Our Customers CUSTOMER EXCEPTIONS SUPPORT CENTER COMMUNITY CONVERSATIONS SELF HELP <5% 95%

The Business

What is KCS Traditional Model New Culture Hording Sharing Knowing Learning Activities Results Escalation Collaboration Author Shared Ownership Individual Team Knowledge Backlog Immediate Availability Quantity Quality Customer Solution Creating Sharable Knowledge Individual Problems Capturing Knowledge Solving a Case is a by-product of KCS It’s all about sharing

What is KCS #1 Searching #2 Creating #3 Augment #4 Flag It

Success Criteria Participation – “Attachment Rate” Re-Use Quality Knowledge - REWARD Documents Improved Time to Publish

Transition to KCS Not Easy Culture Change Results can be Profound BREAKTHROUGH The Focus is Knowledge not the “Case” “Content is KING” Requires Strong Leadership not Strong Management More important to create the knowledge Eventually it will involve our whole Organization

Pilot Project Overview Small focused group 12 Analysts and 9 coaches Pilot original duration – 4 months: Dec 1 – Mar 31 in NA Jan 1 – Apr 30 in EU Measure success: metrics, interviews. observations

Results and Trends

Results and Trends Average – 42% Highest – 76.55 % Lowest – 1.84%

Results and Trends

Results and Trends

The Good Growing interest amongst analysts Easier to close cases KCS participants are approached by peers Requests for KCS@Cognos training Easier to close cases Better quality KB docs Do analysts really believe in KCS? I think this could be very successful and to be honest support needs a change like this in order to be successful in the future. KCS is great if we are able to do a successful rollout. If everybody (Support specialist, customer and development) is working in this way, we can get great benefits from KCS. I understand the idea behind the methodology and I think it is good. KCS participants KB attach rate more than double the rate

The Bad Very difficult to change habits – KCS requires a shift in culture Constant pressure to close cases Speed of perceived impact of KCS: Need long-term commitment Our current technology is a barrier

……and The Ugly

What are the Possibilities 60% Improvement in Case Resolution 50% Increase in first call resolution 50% Improved performance 70% Increase in time to efficiency 50% – 80% Case Deflection 35% Improvements in Employee Retention 1st Day Close of 65%+ Average case closure drop in half Increased Customer Satisfaction 95% Support Revenue Retention Quality Funded New Support Programs