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KNOVA's Business Value Analysis |
We know that investing in any new technology necessitates careful analysis of costs versus benefits. Your decision to deploy a service resolution solution not only impacts your company's business processes and bottom-line profits, but it also challenges your organizational resources and processes. Quantifying that impact requires an intense understanding of your business, the merits of SRM technology and analytical methodologies. That's why KNOVA offers Business Value Analysis (BVA) services.
This unique approach to the typical technology sales process differentiates KNOVA in the service and support industry. We will work with your company to assess your service and support needs, identify measurable success factors and project the return on your investment in knowledge management. Our BVA team is comprised of knowledge management experts who have one goal: to increase your e-service solution's probability of success.
As a value-add to your purchasing-decision process, the BVA takes an objective stance to help you arrive at the right e-service decision. Unlike many so-called "consultative" initiatives that are sales-oriented, KNOVA's approach is truly consultative in nature and features analytical methodologies that lead to quantifiable business decisions with proven results. To ensure that our analysis remains objective, thorough and realistic, the BVA focuses on a client-driven, comprehensive and conservative methodology.
The BVA consists of three core components
- Needs Assessment
The BVA begins with a benchmark-based assessment comparing practices and performance of today’s organization against comparable industry references. Your business goals are outlined and a gap analysis determines the key success factors that provide a bridge from today to the desired state. The result is a clearly articulated statement of goals and a technology-based action plan
- Product Fit Assessment
Technology isn’t intrinsically good or bad—just better or worse suited to meet specific requirements. KNOVA shares its customers’ motivation for making sure that only what is best fit for the customer is selected. Through the product fit assessment, all parties see explicitly how well KNOVA matches to the needs assessment. This provides a checkpoint in the purchase process and gives you confidence in your next steps.
- Business Case
Most vendors provide simplistic, one-size-fits-all “ROI analyses” that multiply call volume or Web traffic by simple factors to provide a one-dimensional and unrealistic projection of cost savings. KNOVA’s business analysts apply sophisticated and conservative techniques for projecting a defensible and realizable return on investment, including “softer” but critical factors like customer and employee loyalty. ROI models are customized for specific value opportunities identified for specific enterprises, and TCO is comprehensive and realistic, including real factors most vendors fail to account for. In addition, benchmarks are established for post-installation analysis.
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