HEAT® Plus Knowledge

The Power of Information

With HEAT Plus Knowledge, service agents can publish and retrieve intellectual capital across the entire organization. Most of an organization’s knowledge resides in the minds of its employees. To remain responsive and increase productivity, service organizations need to capture and maintain documented subject matter expertise. HEAT Plus Knowledge facilitates collaboration among experts by making it easier to share information through document searching, storage, indexing, reporting and authoring capabilities. With a robust knowledge repository, diagnosis and resolution steps for common service requests and incidents are easily accessible.

Under the weight of increasing call volumes, call escalations and shrinking budgets, service and support organizations are charged with the task of reducing call times, improving customer satisfaction and lowering cost per response. HEAT Plus Knowledge results in optimized service delivery:

• Leverage information assets across diverse business units
   
• Consolidate content repositories and structured and unstructured data in one solution
   
• Organize real-time information directly from its source, without duplication
   
• Eliminate the repetition of research queries
   
• Reduce training time and decrease escalation rates
   
• Improve response rates and consistency of resolution

Get the Information You Need, When You Need IT

No more hard-to-reach content — store documents in their native format and search for nearly any document type—including ODBC-compliant databases.

Removing the barriers to collaboration — An integrated and searchable knowledge repository helps agents find the information they need, regardless of its location or structure.

Learn the value of knowledge —Industry figures show that knowledge management can reduce operating costs by up to 40%.

Increase compliance with corporate policy — Ensure that support technicians have the information they need in order to comply with current corporate policies, such as standards, procedures and marketing materials, by providing a single point of access to up-to-date information.

Extend Heat Plus Knowledge with HEAT Self Service — Enhance employee and customer satisfaction by answering their issue or inquiry correctly the first time and allowing end users to search for information so they can efficiently help themselves.