Consulting: Ongoing Knowledgebase Development and Management
Let CaseBank's specialists take care of building and managing your complete solution on an on-going basis, while you maintain full ownership of your data. Along with the SpotLight system, we provide monthly reports detailing knowledgebase usage levels and effectiveness ratings and we can support the knowledgebase hosted on your servers, or at our secure facility.
Fully supported turn-key solutions are especially attractive when you
- Need a solution quickly, but cannot free up the necessary time with internal resources
- Want to offer this service to your clients and think that a chargeable independent third party solution would be preferred
- Believe that building internal expertise in knowledge management is a distraction from your core business focus
Benefits of this approach:
- Complete, worry-free outsourcing to a recognized vendor
- Incremental knowledgebase additions and software updates are included, ensuring that your SpotLight system is maintained at peak effectiveness
- Full user management support means your staff are not sidetracked by lost password requests and creating new user accounts
- Session analysis reports provide valuable metrics including user activity, recurring problems, usage trends, etc.
- You have access to training services and help desk support for one predictable fee, which simplifies budgeting and prevents unanticipated expenses.
Feel free to contact us to discuss whether ongoing knowledgebase development and management by CaseBank is the best approach for your organization.
Here's an example of how the CaseBank solutions can save time and money. An airliner was ready to take off when a problem was discovered: there was no airflow in the cabin. Although it was obvious that something was wrong, the aircraft's built-in test systems showed everything to be working correctly. The flight had to be canceled while repair technicians investigated the problem. Three hours later, a technician found the source of the fault - a loose pipe fitting in the tail of the aircraft. Once the fault was located, it was repaired in a matter of minutes and the aircraft was released for service.
In the next few months, at that same airline, the same problem occurred three more times on different aircraft at different locations. In each case it was necessary to cancel the flight. None of the technicians assigned to find the problem knew that it had occurred before. If CaseBank solutions had been available, the guided diagnostic troubleshooting would have alerted them to the findings of the technician who solved the original problem, and the last three cancellations could have been avoided, with a significant saving in cost and customer satisfaction for the airline.
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