"We needed a better way to organize, maintain, and reuse knowledge," explained Mary Ann Cavener, Knowledge Base Administrator, Team Leader. "We found it difficult to provide customers with timely technical data in our manuals alone. We stored important data in notes, documents, and emails--resources that were unavailable to customers. Additionally, if a knowledgeable employee left SCC or documents were misplaced, our resources were negatively impacted."
SCC evaluated many KMS solutions before selecting Soffront. "Soffront offers robust features, such as a powerful search engine, category assignments, and hot topics," continued Cavener. "Soffront has all of the features we needed at a lower price than other leading KMS solutions."
Cavener noted that their favorite feature of the software is its data storage structure. "Soffront KMS categorizes data and multi-assigns articles to different areas of interests, thereby streamlining the information. The robust search engine and advanced search options also enable SCC to organize the data by interests and categories. These features allow customers and employees to find data quickly."
Soffront has helped SCC meet the needs of both their internal users and customers by improving the documentation available to them. "Since deploying Soffront KMS in 2007, our computer Technical Support Center Resolution rates have improved dramatically," concluded Cavener. "We resolve issues faster, which saves us time and money."
source: crmmarketplace.com/content/news/article.asp?DocID=%7B83CB8A49-0A73-41B1-8FB6-038FAFDD23B6%7D&Bucket=Current+Headlines&VNETCOOKIE=NO