The Challenge
Many companies struggle with consistently servicing their customers around the globe. Picture an executive from the U.S. tavleing in Europe, getting ready to deliver a pitch to a large global company and having PC issues. He calls the U.S. helpdesk and gets transferred to the European helpdesk because they have no idea how to help him. Sound familiar? With a robust knowledge management practice, the whole scenario could have been avoided. The U.S. helpdesk would have known the caveats of the executive being in Europe and, if need be, the European helpdesk would have known all about the U.S. computer image.
Do you find yourself and your company in any of these types of situations? Knowledge Management can and should be an important element of every support service strategy.
Our Solution and Approach
RTM Consulting can help assess your needs, architect a solution and help you implement the Knowledge Management support required to provide world class service to your customers.
Knowledge Management (KM) Assessment
Are you struggling with getting your data searchable from one location? Are you having trouble getting everyone to participate? One initiative that will have the best impact on your customers is a good knowledge management practice. Customers need a consistent answer, regardless of who they talk to. We can help by assessing your knowledge practice, recommending a proven strategy and driving it to completion.
Knowledge Centered Support (KCS) Transition / Implementation
How quickly does an analyst in Europe know about an issue identified in the U.S.? How much time is spent troubleshooting the same issue in multiple locations? By implementing KCS, we can ensure that issues and resolutions are quickly shared globally. This is a win-win for both the support center and the customer. We can help with KCS by leading the entire program – creating a program map, providing guidance, facilitating training or just helping avoid common hurdles in implementation.
Knowledge Centered Support Training
Have you decided that Knowledge Centered Support is the methodology you want to pursue but your team has not embraced it? RTM Consulting can deliver proven training to help your analysts and teams embrace the value of real Knowledge Management. We can create and deliver training that utilizes both your tools and workflow best practices.
Summary
Our Knowledge Management practice can review your KM processes and tools, make recommendations for improvement and drive these initiatives to completion. RTM Consulting will assess your environment versus our proven framework that will help you deliver services required to build loyalty and grow revenue at the lowest possible cost.
Contact RTM Consulting to gain access to our insights and experience with this critical aspect of running your business.