Universal Knowledge

Knowledge Management in Developing Countries

With a new generation of South Africans coming into the business market it becomes more and more difficult to mentor everyone in the same way. The pressure that internships and learner-ships place on Snr resources is huge, but with KPS KM important knowledge can now be shared and distributed through the organisation as well as over the years.

Critical software for our use in our contact centre

The significant positive effects on increased First Contact Resolution and Customer Satisfaction, decreased Complaints and AHT, better staff engagement (internally and with customers and their customers), better bottom line Financials, and overall ease and accuracy of implementation of changing information and processes. Our environment is fast-paced and ever-changing. I doubt whether we could keep up with these and provide the levels of services that our customers demand without having KPS KMS in place.

Strong functionality, great support

We've got a strong tool for our customer service team to use as a knowledge resource. The learning curve is a bit steep, but worth it.

Greatly satisfied implementation and usage of Knowledge Powered Solution

The implementation team came on site to provide hands-on server install and customization. During this multi day visit, their team created customized scripting to extract book titles and detailed information to feed the Knowledge Management System. The results are: time saved, the availability of data for the Customer Service Representative (CSR) to speak with agility and on demand knowledge for a 2 minute call constraint. This near real time data originated from another system of record but appears seamless to the CSR.
As the software releases become available, KPS staff are proactive to insure our operating system and SQL releases are compatible with the new software. As we refresh to the most current release in 3 weeks, they have committed to Go-To-Meeting and help us to install while they watch to answer our question and develop our internal knowledge. We have built a very solid library of information for repeatable processes, integrity in our data, and quickly implementing new documentation with little confusion. Write authority is limited by access control and the read permissions are wide. Our content library is very stable and well managed, thanks in part to the permissions design.
The KPS team has been very responsive to our Information Service team for information. The system has not failed in the 3 years we have used it on our own servers. The KPS tem send out notices of existing functionality as we grown and announcing new capabilities as their product demand grow. Their staff provides personalized support and not dial x for this or that.
The KPS software has allowed us to annotate procedures which are critical for control and legal compliance. An intentional naming scheme allows us to identify document which need to be reviewed at least annually for payment card compliance.
We have nothing but gratitude for this responsive team. The product delivers what is promised and the users determine their destinies. Invest the time to state your usage to the implementation team, listen to their suggested solutions and allow the KPS team to deliver your configured solution. The product is affordable. We are very grateful to our KPS partners and their product and rate them very high for ease of use, customer support and commitment to their product.

Thank you

Excellent collaboration.

KPS Review

The knowledge management software gave our team the edge in streamlining our scheduling processes and provided all resources that our teams needed to ensure our patients were scheduled and taken care of in a timely manner. The KPS team is amazing to work with and provided excellent support to our team.

Great Product and Awesome Support team

We use this product as an internal repository for HR information. Our HR centre uses this tool to answer questions they receive daily. Thi sproduct ensures the accuracy and consistency of the information that is provided to our employees

FUCHS LUBRICANTS REVIEW

i haven't had issues with connection or speed, seems to work well.

Grat Company, better people

The company really needed a knowledge base to store all the knowlage that the company has and most of the time lacks on actually transcripting and saving. With thsi system we create ans store the single version of the truth of each process to create a 24/7 self/service both for internal staff and customers.

Excellent Knowledge Management Solution

Pros:
Easy to use and implement (5 days to live pilot on two separate Service Desk applications)
Simple to index in local, network and external knowledge sources
Excellent natural language search engine with automated self learning from contextual searches
Good tools for knowledge management and workflow e.g Authoring, Moderating, Ask Expert, Hot Topics and Required Reading
Independent product not tied in to any other application or bloat so rapid ROI
Excellent Customer Service from first contact to in life support and development

Cons:
Some may find the standard client look and feel a bit dated but this is straightforward to re-skin and is hidden from most users if you integrate to your applications

Overall:
Highly recommended

Version 4.1.6

Would fully recommend to others

Provides What We Need!

Have shared my thoughts with Sue already