Knowledge Portal Whitepaper - CRMJetty

1. Knowledge Power is Make Your Customers Powerful with Knowledge Portal Vision Document

2. Vision Document Knowledge Portal 2

3. Contents Why Knowledge Portal is Necessary? 5 5 5 Enterprises Spend More Time on Phones, Emails to Provide Documents to Users Automation with Knowledge Portal Quick Access of Information Anytime Anywhere Online Assistance for Customers 5 6 6 7 7 7 7 7 8 8 Helping in Real Time with Chat to Find Right Information Utility Rich and Product Information Sharing Platform with Knowledge Portal Dynamic Content Management Efficient Document Sharing Market Analytics and Products Reports Marketing Resources Customer Case Studies Logs with Analytics How Knowledge Portal is Helpful 8 8 8 8 9 9 Adaptable to Digitization Server and Cloud Based Solution Secure and Safe Database Available 24*7 Benefits of a Knowledge Portal No More Missed Files 9 9 10 10 10 10 Increased Customer Satisfaction Improved Account Management Integration with Existing Bug-Tracking System Easy Way to Get Customer Input Multi Format to Improve the Support Operation Better Scalability 10 10 24/7 Access Increased Efficiency Vision Document Knowledge Portal 3

4. Knowledge is Power! Make Your Customers Powerful with Knowledge Portal. Vision Document Knowledge Portal 4

5. Why Knowledge Portal is Necessary? Enterprises Spend More Time on Phones, Emails to Provide Documents to Users The most time taking part of the customer relationship practice is, managing customer requests that demand handbooks, user guides, manual and other documents. Employees have to go through numerous email threads that carry customers’ needs and respond to them. And when required, they also have to visit customers or customers have to visit offices and employees have to engage with them to fulfill their needs. These emails, calls and meetings consume a lot of time of businesses. Automation with Knowledge Portal Sharing data and other informational documents via emails has its own drawback for organizations as it hinders the automation process. A CRM application runs most of the work digitally and automizes operations completely. Documents are automatically shared with customers, clients, partners, affili- ates and other entities who need to access your product or service related information. These docu- ments and data are accessible with login from the system. Quick Access of Information Anytime, Anywhere As businesses manage their operation with Millenials, it is required that they operate in the way the millenials prefer. Today, customers wish to manage everything from their gadgets and smart devices, anytime they want. Most of them might not want to visit offices and adhere to the timings. Knowledge portal can help enterprises to meet such comfort centric requirements with utmost convenience. A portal allows them to access all their required information from their home, office or from wherever they want. Whether they are stuck and need to take help from user manual to understand complete utility of enterprise offerings, or they want to acquire some knowledge about the enterprise, a few clicks can help them. Most of the information that customers need, stays available for them right on the portal, which pre- vents the loads of requests and enables customers to access this crucial information. In other words, it can also be said that Knowledge portal is the most handy tool for enterprises to keep their information available all the time. Vision Document Knowledge Portal 5

6. Online Assistance for Customers It is a common scenario for businesses, especially for service providers that their customers get stuck somewhere and need their help. In such circumstances, Knowledge Portal has all the knowledge base, live demos and tutorials that can help them. Prevent the need for sales team to make support visits. In common practice, these pieces of information are available via other resource that has human assis- tance. As Knowledge portal works as a dedicated support for your customers, it offers necessary knowl- edge base like video, tutorial, chat support and umpteen others. Helping in Real Time with Chat to Find Right Information Just any other information never makes sense. It must be appropriate, useful, and comprehensive. So, when stuck, an interac- tive communication can make the knowl- edge portal more comprehensive as well as productive for the customers and helps them in real time. It will assist users in finding the right knowledge content that has appropri- ate information. Knowledge portals integrat- ed with live chat support tool can work with both chatbots as well as human assistance. These chat tools stay available to help users round the clock and helps to find solutions 24*7. Portal will also save the chat history that will help users to refer to their previous con- versation and find resolution without making new inquiry for the same problem. Vision Document Knowledge Portal 6

7. Utility Rich and Product Information Sharing Platform with Knowledge Portal A Knowledge Portal has the ability to take away a lot of work and burden of manpower. As it can manage most of the customer requests automatically, it can reduce the demand of customer service and also lessens the workload of a sales team. This saves time and efforts of the workforce and allows them to focus more on other productive engagements. It will also help enterprises to reduce their operational costs while accelerating the business process. Dynamic Content Management The web content management system of a knowledge portal seamlessly interacts with the functional automation system. How do your business customers connect to the enterprise and get the information that they seek? The Knowledge Portal ensures that they can easily download, view, edit and upload cru- cial documents. It also stays functional to show varieties of relevant content that are useful and sup- portive to that specific information. Efficient Document Sharing Customers, partners and other entities involved in the business carry crucial documents and enterpris- es also have a need to share important and confidential business documents with partners. As emails are also less secure medium and it also stands out of the preferences, a Knowledge Portal proves out to be the best option for such needs. Market Analytics and Products Reports Enterprises need to share critical information like latest product update manual, disclaimers, analytics reports, product surveys, market research and others with their customer and partners. Knowledge Portal keeps such documents handy, so that such documents can be accessed with ease and with the convenience of accessing it anytime anywhere they want. The portal also stores these documents and maintains a library. Marketing Resources With the help of a Knowledge portal, enterprises can provide marketing resources directly to the users. Portal allows organizations to send product marketing related content, templates and messages to the customers to cross sell and up sell. They can also send notifications for new product arrivals or new offers and discounts to make their campaigns more successful. Vision Document Knowledge Portal 7

8. Customer Case Studies Knowledge portal can store case studies and make it available for users to access it anytime they want. Admin can add these case studies, FAQs, white papers and other documents that are helpful in under- standing the product and services better along with driving the most optimum use of it. Logs with Analytics Product and service related logs are helpful in displaying the success of your products and services along with expresing other useful aspects of your offerings to customers. Knowledge Portal keeps such data along with analytics reports also. It helps enterprises as well as customers to track individual prod- uct critical notes where customers need more help has maximum complications. How Knowledge Portal is Helpful? Adaptable to Digitization When you are dealing with your customers, vendors, and partners through a Knowledge Portal, it makes the work environment tech friendly for enterprises. Users will be able to access information in an auto- mated process while most of the requests, queries would be resolved even before they are sent to the organizations. Organizational workforce will also adopt technology at a larger scale to render any infor- mation to customers while being be more close to an automated process. Server and Cloud Based Solution Knowledge portal is a server based solution and processes all the data via server. This empowers you to eliminate the need of maintaining loads of papers and big files in your computers. A server based portal makes it easy to share files via portal and helps the users to work in a dynamic enterprise structure. The portal can also be built on cloud platform to make it more dynamic. Secure and Safe Database Available 24*7 It is a big and tough task for enterprises to keep the information safe and secure of their partners. Critical information like product or service details, invoices, utility documents, project status reports are import- ant and should be available to users 24*7. When customers and employees store such documents in local hard disks or in papers, they might misplace them or even lose them, but when they are saved in a Knowledge Portal database, they are completely secure and accessible without any request via email or call. Vision Document Knowledge Portal 8

9. CRM Website Users Contact Module Customers Authenticate User Authenticate User Portal signup Verified User Portal login Download files Access Document Benefits of a Knowledge Portal No More Missed Files With the Knowledge Portal, all the documents are stored in a well designed digital library. It prevent both, users and employees from losing or misplacing files and documents. Increased Customer Satisfaction Having a well-functional Knowledge Portal helps enterprises to render complete satisfaction to cus- tomers while gaining their trust and retaining it again. Alos, company’s sales team can show it to pro- spective customers, while current customers voice their appreciation for Portal features. Improved Account Management Enterprises do not have to spend extra time and resources to share information through email or mails. They can automatically add customers and grant them login credentials to access of the portal. After logging in, they can access all the information on the portal. Vision Document Knowledge Portal 9

10. Integration with Existing Bug-Tracking System On a daily basis, the bug-tracking system can be executed in a Knowledge Portal to keep the data safe. It will automatically update the system about bug updates. Emails can be assigned support technicians about the availability of bug fixes. Easy Way to Get Customer Input When Knowledge Portal allows users to download their required information, enterprise can also attach that information with a surveys or customer input forms. It will also help organizations to check out the valuable feedback from customers to better the portal. Multi Format to Improve the Support Operation Information like graphical charts and reports provide insight into turnaround times, service productivity, and backlogs. Knowledge Portal has the ability to store information in multiple formats. Thus, adding such information with interactive graphics and media can help users to understand the information quickly and better. Better Scalability The Knowledge Portal can seamlessly scale to help endless users. It allows admin to handle handle umpteen users and enable users to access useful information with login. Admin can generate these credentials or also let users sign up into the system. 24/7 Access At any time, customers can login and access the document they want through the portal from any- where. The portal also allows users to modify and view the information that is allowed by admin. They can also access the FAQs, which often enables them to fix problems on their own. Increased Efficiency The number of tickets will decrease and the employees will be able to focus more upon better business operations. This concentration would result in better efficiency in your business process. Vision Document Knowledge Portal 10

11. Add Value to Your Knowledge Base Through CRMJetty Portal. Engage Smarter. CRMJetty is a business intelligence solution provider for corporates across all the indus- tries. We specialize in CRM applications with major technologies like Microsoft Dynamics, Salesforce, SugarCRM, and SuiteCRM. Our next generation solutions add improvisation to your process to make it more productive, cost- effective, user-friendly and customer oriented. Tour crmjetty.com to learn more. For more information, connect with us at: Phone: US : +1 (408) 329-9693 UK : +44 20 3893 2693 India : +91-91067 47559 Email: sales@crmjetty.com Copyrights. All Rights Reserved CRMJetty.