1. The Benefits of Superior Knowledge Management
Perry Kelly

4. 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

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

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

7. The Business

8. 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

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

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

11. 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

12. 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

13. Results and Trends

14. Results and Trends
Average –
42%
Highest – %
Lowest – 1.84%

15. Results and Trends

16. Results and Trends

17. The Good Growing interest amongst analysts Easier to close cases
KCS participants are approached by peers
Requests for 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

18. 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

19. ……and The Ugly

20. 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