IHS Support Solutions, help desk training, support center training, contact center training, certified trainers, onsite training, global standard, international, multi-language
IHS Support Solutions, help desk training, support center training, contact center training, certified trainers, onsite training, global standard, international, multi-language
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Implement Knowledge Management Tool with Self-Help, Chat & Email



The client is an international supplier of outsourced customer relationship management services including technical support, customer service, pre- and post-sales support and marketing services. It is a world-class technical support company with more than 6,000 employees in 13 support centers around the world.



The client had identified an emerging market need for an integrated suite of on-line technical support services. Internet-based users would be offered a choice of technical support media—self help, email support, online chat, and voice callback. The service components would be highly integrated, to provide a seamless experience for users. It needed assistance in defining requirements for the service offering it intended to present to address this need.


We were initially engaged to define requirements and functional specifications, architecture, and technical design for this service. The challenge involved the seamless integration of a Web-based self-help service with the back-end systems used by the technical support agents for email, chat, and voice support so that user profile, support history, and current problem (ticket) information would be shared across all service components.

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The new product was launched through a successful public Beta offering, meeting all of the client’s requirements.


  • Produced functional requirements, architecture/design documents, and alternative integration scenarios
  • As a new product based on this architecture was beginning to take shape, we were asked to return to assist in creating and rolling out a new Internet-based product for small office/home office and medium sized businesses
  • Worked with the marketing, operations, knowledge management, technical development, and Web production groups to solidify functionality issues and produce detailed documentation, including functional requirements and specifications, process flows, data specifications, and a product & system guide
  • Documented integration among diverse systems, defined data requirements/sources for management reporting, identified open issues and followed them to resolution, and participated in team-based decision making