KNOVA Software Overview

KNOVA Software Overview

KNOVA Field Service extends service resolution management capabilities into the field, providing direct customer-facing staff and mobile technicians with the knowledge they need to resolve customer issues the first time, quickly and accurately, without reworking known issues. Field service professionals are more confident and capable and customers are more satisfied.

Unlike their customer service colleagues in contact centers who benefit from multiple tiers of support and powerful knowledge-empowered applications for Service Resolution Management, field service professionals are often on their own.

On a customer site, field service technicians have no access to these new SRM applications or critical knowledge inside their corporate firewall. While most CRM packages provide some field service capabilities, they fail to support a diagnostic search and resolution process integrating knowledge about products, services and customers. Even Internet access is often unavailable. If they can’t immediately resolve an issue, they have to call into the support center-sometimes waiting in the queue with customers-or rework the problem on site.

The Challenge for Field Service:

• High costs when issues drag on because the right knowledge isn’t available
• Costly return visits to customer sites when issues can’t be resolved the first time
• Customer dissatisfaction with slow resolutions and extended downtime

Full-Featured Service Resolution on a Laptop

KNOVA Field Service is compatible with the laptops and operating systems that are popular with mobile professionals. Even without an Internet connection, it provides:

• Guided diagnostic search that steps the agent through the resolution process
• Personalized access to up to tens of thousands of auto-categorized solutions
• Content source integration so technicians can see the most relevant knowledge from multiple departments and content repositories
• Automatic synchronization for content updates and system improvements whenever the laptop is connected to the intranet