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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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More Editorial From Aptean
Consona Corporation (Consona, formerly known as M2M Holdings Inc.) is a worldwide leader in providing customer relationship management (CRM) and enterprise resource planning (ERP) software and services for the enterprise. The Consona CRM business unit, a worldwide leader in total customer management software and services, helps more than 1,500 companies across a variety of industries, including professional services, healthcare, financial, government, telecom, retail and manufacturing, manage people, processes and technology to create a differentiated and cohesive customer experience.
About Yaskawa America Inc:
Yaskawa America, Inc. - Drives & Motion Division is a U.S. corporation, created to provide Automation Solutions and Support to our customers in North America, Central America, and South America. Yaskawa is the world's largest manufacturer of AC Inverter Drives, Servo and Motion Control, and Robotics Automation Systems. Products are marketed through direct sales, partners, representatives, dealers, and distributors. Yaskawa America, Inc. - Drives & Motion Division is a wholly-owned corporation of Yaskawa Electric Corporation of Japan. Since 1915, Yaskawa Electric has served the world needs for products to improve global productivity through Automation.
Published: Friday, February 7, 2014