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KNOVA Implementation Services
Driving Value from Technology |
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Key Benefits |
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Focused on business requirements and processes, not technology
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Repeatable, transparent, low-risk process
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Rapid time to value
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Service Resolution Management (SRM) technology automates and supports the business processes of resolving customer issues. To get the full value out of SRM technology, it needs to be seamlessly integrated with business processes as well as the architecture that supports related technology, such as CRM. As the leading provider of SRM applications, KNOVA has developed and refined a rapid, repeatable process for configuring its application suite to meet the specific needs of each customer.
Focused on Business Requirements
The KNOVA Implementation Services methodology is based on the understanding that business requirements and processes are the key to a successful SRM implementation. Building on the business analysis performed during the consultative sales process, KNOVA confirms and further details its findings. KNOVA identifies process flows, analyzes content sources, specifies resolution flows, captures security and privacy requirements, extends the pre-packaged ontology and tailors the user interface. These steps don't take much time, but they do create a solid foundation for optimizing the service resolution experience for analysts and end-users alike.
Packaged Application Configuration
Many of the legacy tools implemented for service resolution, search and knowledge management have provided little or no configurability options-customers take it or leave it. Obviously, this doesn't support the unique business requirements or processes of each company. Alternatively, some vendors provide platforms with APIs for CRM integration, Web site look and feel and other critical issues. For them, implementation requires significant programming skills; worse still, there's no guarantee that custom code will easily migrate to new product versions.
KNOVA provides the best of both worlds: a highly configurable packaged application with a comprehensive suite of friendly Web-based tools designed for business people, not just specially-trained IT staff. This shortens and simplifies implementation, reduces ongoing total cost of ownership (TCO) and minimizes upgrade costs as KNOVA's product suite evolves.
A Proven Implementation Process and Product for Rapid Time to Value
At the end of the day, implementations need to be completed on time and on budget, and the resulting system must work as expected. Proven during many successful implementations for demanding customers like Novell, Microsoft and McAfee, KNOVA's implementation process is understandable, open, repeatable and low-risk. Engaging with KNOVA's project team is a confidence-inspiring experience-their competence in executing this well-defined process comes through in every customer meeting.
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