News : Yaskawa America Selects Aptean's Knowledge Management Platform
Atlanta, Feb. 5, 2014 -- Aptean, a global provider in enterprise application software (EAS), will provide Yaskawa America, Inc. with Knova, a knowledge management (KM) solution that will enable Yaskawa to quickly and cost effectively resolve customer service issues.
"In our high-tech, fast-paced environment, we looked for a best-of-breed platform that facilitated quick knowledge creation and which could be easily understood by both our internal technical team and our customers to resolve issues faster and more effectively," said Cris Franco, technical call center manager for Yaskawa. "We also needed a KM solution that would provide tight integration with our current CRM system and would adapt to our existing call flow."
Yaskawa selected Knova to create a more adaptable and personalized experience – one which provides not just answers, but resolutions. In addition to a patented adaptive search, Knova enables a personalized search process, with "Resolution Wizards" designed to guide Yaskawa users to key research and next steps based on the context of their query. At the same time, the application's in-memory analytics platform combines with an intuitive administrative interface to help Yaskawa identify knowledge gaps quickly and allow them to implement improvements in minutes, not months.
"While many solutions required either extensive customization of the KM platform or adaptation of our call flow, Knova provided this capability out of the box, adapting to our process instead of us to theirs," added Cris Franco. "Additionally, Knova's powerful 'Knowledge Instantiation' feature automates the process of creating the metadata required for a dynamic search experience - something most solutions require to be performed manually. We needed our solution to hit the ground running, and that's exactly what Knova will do for us."
Posted by Veronica Silva Cusi, news correspondent
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Published: Friday, February 7, 2014