Knowledge Centered Support

KCS is a set of practices and processes focusing on knowledge as a key asset for any cu stomer / technical support organisation.

There are many drivers for why KCS can help in an Organisation. These days there is an ever increasing need to respond quicker, and solve problems faster. Everything is becoming more complex but the need to resolve it quickly is still there.

KCS can help us to deal with all these issues and more! There are both quantifiable and qualitative benefits to adopting KCS. Organisations who have implemented KCS in both their internal and external support organisations are reporting dramatic improvements in incident resolution and training times, in customer satisfaction, and in analyst job satisfaction. As a result, they are realising substantial savings in operating costs at the same time they are seeing improvements in service levels.

KCS breaks through the limitations of current support strategies and enables support organisations to deliver greater value with more efficiency. The secret? Capitalising on what they already have—knowledge. This increased value is created and managed by capturing the collective experience of solving problems and answering questions, making it reusable, and evolving it to reflect organisational-level knowledge.

KCS takes teamwork to a new level. The organisation must shift to a perspective that sees knowledge as an asset owned and maintained by the team, not an individual or a small group of dedicated content creators. The focus of the team is to capture and improve the collective knowledge—not only to solve individual customer issues, but also to improve organisational learning.

You’ll find that KCS can help:

Solve Cases and Incidents Faster - over 50% improved time to resolution
Optimise Use of Resources - 70% improved time to staff proficiency
Enable eServices Strategy - improve customer success and use of web self-help
Build Organisational Learning - 10% issue reduction due to root cause removal

ProActive's fast track programme has been developed to "kick start" a KCS implementation. Using a variety of consulting and training services tailored to suit your unique requirements, you can quickly take advantage of the benefits KCS has to offer! Take a look at our brochure for more information

One of our more recent service offerings is a Computer-Based Awareness Module on KCS. Approximately 40 minutes in duration, Computer Based Training gives organisations the opportunity to give large numbers of staff an awareness understanding of KCS and, if customising is selected, to understand WHY the organisation is implementing KCS.

Ask us for trial access to the module! Email us at info@proactiveservices.com.au.