The Benefits of Superior Knowledge Management

1. The Benefits of Superior Knowledge Management Perry Kelly

4. Agenda • The Next Support Value Proposition • What do our Customer want • Knowledge Centered Support - KCS – What is it? • Out Pilot • The Good, The Bad, The Ugly

5. The Next Value Proposition! • Not a new System • Not a new Technology • Not a Process It’s about SHARING KNOWLEDGE CULTURE CHANGE

6. SUPPORTCENTER Our Customers CUSTOMER EXCEPTIONS COMMUNITYCONVERSATIONS SELF HELP 95% <5%

7. The Business

8. What is KCS Traditional Model New Culture Hording Sharing Knowing Learning Activities Results Escalation Collaboration Author Shared Ownership Individual Team Knowledge Backlog Immediate Availability Quantity Quality Customer Solution Creating Sharable Knowledge Individual Problems Capturing Knowledge Solving a Case is a by-product of KCS It’s all about sharing

9. What is KCS #1 Searching #2 Creating #3 Augment #4 Flag It

10. Success Criteria • Participation – “Attachment Rate” • Re-Use • Quality Knowledge - REWARD • Documents Improved • Time to Publish

11. Transition to KCS • Not Easy • Culture Change • Results can be Profound • BREAKTHROUGH • The Focus is Knowledge not the “Case” • “Content is KING” • Requires Strong Leadership not Strong Management • More important to create the knowledge • Eventually it will involve our whole Organization

12. Pilot Project Overview • Small focused group • 12 Analysts and 9 coaches • Pilot original duration – 4 months: • Dec 1 – Mar 31 in NA • Jan 1 – Apr 30 in EU • Measure success: metrics, interviews. observations

13. Results and Trends

14. Results and Trends • Average – • 42% • Highest – 76.55 % • Lowest – 1.84%

15. Results and Trends

16. Results and Trends

17. The Good • Growing interest amongst analysts • KCS participants are approached by peers • Requests for KCS@Cognos training • Easier to close cases • Better quality KB docs • Do analysts really believe in KCS? I think this could be very successful and to be honest support needs a change like this in order to be successful in the future. KCS is great if we are able to do a successful rollout. If everybody (Support specialist, customer and development) is working in this way, we can get great benefits from KCS. I understand the idea behind the methodology and I think it is good. • KCS participants KB attach rate more than double the rate

18. The Bad • Very difficult to change habits – KCS requires a shift in culture • Constant pressure to close cases • Speed of perceived impact of KCS: Need long-term commitment • Our current technology is a barrier

19. ……and The Ugly

20. What are the Possibilities • 60% Improvement in Case Resolution • 50% Increase in first call resolution • 50% Improved performance • 70% Increase in time to efficiency • 50% – 80% Case Deflection • 35% Improvements in Employee Retention • 1st Day Close of 65%+ • Average case closure drop in half • Increased Customer Satisfaction • 95% Support Revenue Retention • Quality • Funded New Support Programs