IHS Support Solutions - Integrate Knowledge Support for Internal and External Customer Support

Integrate Knowledge to Support Internal and External Customers

This client is a large and long-established not-for-profit news organization serving member news and media firms.

The client had begun developing and marketing software outside its membership. Its existing support operation was established only to provide internal support to employees. It needed to develop the processes and tools to support an external customer base as well as its internal customers.

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PMPs aligned support analysts’ individual goals with the performance metrics of the support center
Knowledge Management integrated with call tracking tools
Due to cross-training and established knowledge management, all analysts were made capable of resolving any first-level issue without needing to refer to other analysts
The improvements piloted in this support center have been extended to integrate other support groups under the same leadership—without physically merging operations, combining for all support operations a common infrastructure/tool set, procedures, and performance metrics has created a “virtual” consolidation

IHS thoroughly reviewed the support requirements for this client’s internal and external support. As a result, we:

Designed and developed a tiered service delivery model (this required a complete restructure of the existing support center operation)
Assisted in design and documentation of end-to-end service delivery model
Facilitated reconfiguration of the incident management application
Provided linkage between incident management categorization schema to the knowledge objects required to solve problems and deliver service
Provided Performance Management Planning (PMP) linking individual activity with achievement of operations service level goals