IT Knowledge Base for Lotus Notes Domino

Features

• Store product information, pictures and much more
• View pre-determined scripts and policies regarding customer issues
• Auto-retrieval of solutions
• User friendly publication of resolutions and frequently asked questions
• Templates for common resolutions
• Enables the caller to search for solutions on the web
• Plus reporting facilities.

IT Knowledge base will enable your business to:

• Share information across the organisation and raise the skill levels of your staff
• Provide consistency in responses to common problems
• Share information quickly throughout the organisation
• Maintain service level agreements, as users can search for solutions
• IT Helpdesk can redeploy their efforts to resolving complex problems
• Both IT Help desk and internal staff can achieve major time savings
• Maintain best practice in solution provision throughout the organisation.

Typically, ROI is achieved in the first year through cost reductions, time savings to log, allocate and manage calls and overall, improved technical and user experience, from more effective call resolution.