Knowledge Centered Support Evaluation

This client is one of the world’s leading pharmaceutical companies.

The client has over 70 internal support centers worldwide. It had recently implemented a Knowledge Management methodology to capture and leverage the intellectual assets of the company at one of its support centers. The intent of this implementation was that each incidence of a support professional resolving a problem would create knowledge that would increase the efficiency and quality of support services while reducing the total cost of providing such services. This knowledge was also to be made available to customers via self-service to further enhance service levels while continuing to drive costs down.

The client wanted to replicate this solution throughout its support community or leverage it to enable a successful consolidation. Before it attempted a wider rollout, however, it sought an objective evaluation of its current state and assistance in implementing Knowledge Management best practices.

Aware that many companies have implemented Knowledge Management with varied results, the client wanted to learn from the lessons of other organizations to adjust its implementation and increase the success probability. The client selected IHS Support Solutions to assess the current implementation.