CIM for
Service Organisations PSS

Services are the key to success in the global competition for customers - whether its B2B or B2C. The continuing trend for hybrid solutions like "service packages" - where products and services are combined - makes it clear why services are so important.

Service organizations like call centers and help desks face increasing demands on the quality of their service: the support they provide has to be better, faster, more efficient! The information systems used by service organizations are often made up of different systems. Hyperwave @nswer offers a simple Web-based solution, allowing even global organizations to work together.

The advantage of Hyperwave @nswer is that it provides functionality that allows you to find information more quickly, manage information effectively (Knowledge Management), and map the processes within your organization by which information is generated, maintained and archived (Information Life Cycle Management). Hyperwave @nswer naturally provides a functional work environment by offering full integration with Windows™ and MS Outlook™.

Benefits

  • Reduces the length of time of handling calls
  • Reduces training time for new employees
  • Reduces training time for employees when new products and services are offered
  • Reduces the need for data maintenance due to the use of a uniform information system.
  • Information that is released is quality approved
  • Information about new products and services is disseminated quickly to the people that need it within the organization
  • Fast integration of new services into the existing offering through the targeted dissemination of information
  • Reliable and uniform answers improve service quality and increase the level of customer satisfaction

Customers nowadays have high expectation levels for service centers. In addition to competent help, they demand fast and above all reliable answers to questions about various topics, that may only partly be connected to your product or service.

  • Basics: a central information system increases quality, efficiency and speed in a call center or help desk environment, thereby improving customer satisfaction.
  • Automation: with integrated self-service, pre-configured search and workflow processes allow information to be communicated faster and reduce the time for getting new employees up to speed. This in turn saves time and costs and ensures competent service even in the face of high employee turnover.
  • Back-up: reports can be generated to verify the level of acceptance of the system, also giving you a solid basis for future investment decisions.

AUDI/Volkswagen

Audi and Volkswagen combine all customer-relevant information from two separate core systems into a knowledge database and information portal that gives their call center employee's quick and direct access to all available data and information. read more

Stadtwerke Detmold

The Detmold Utilities Company uses it to give their employees a virtual view of customers data, which incorporates information from contract management, customer contact management and accounting, as well as an analysis of potential.

Related Products

IS/6

Hyperwave IS/6 is the basis for Premium Service. It creates a repository where documents of any kind along with their meta-information can be stored. It is full-text indexed so documents can be found quickly. It protects against unauthorized access to documents using an access rights system.

eKnowledge Suite

Hyperwave eKS is the user interface for IS/6. Authorized users can publish and view information using the Web browser of their choice. It provides functionality in the areas of document management, content management, and information retrieval.

Workflow

The Hyperwave Workflow Option extends the Hyperwave Collaborative Information Management Platform by providing an effective workflow engine. It allows existing objects to be incorporated into automated processes, including parallel processes, so that they can be edited, approved and released.

Navigator for SAP

Hyperwave Navigator for SAP provides a transparent interface between Hyperwave IS/6 and arbitrary SAP modules.