Licensed Knowledgebase Authoring
In some cases, your organization will not want to outsource the development of the SpotLight knowledgebase. In these circumstances, CaseBank will license the SpotLight authoring and delivery software to your organization and provide you with training on knowledgebase development. This allows you to host the system, create the original knowledge base content, manage users and security, analyze diagnostic sessions created by technicians, and continue to grow the knowledgebase - with no ongoing access by CaseBank.
When this approach makes sense:
- Knowledgebase content is highly sensitive and outsourcing is not permitted (e.g.: military or research-oriented applications)
- Knowledgebase content is highly specialized and subject matter expertise is concentrated in-house
- Organization has sufficient internal resources for knowledgebase development and technical support and does not need long-term involvement from CaseBank aside from licensing and software maintenance fees.
For more information about the licensed knowledgebase development and the SpotLight suite of field service software systems, contact us today.
In February 2000, an unusual brake problem grounded a British Airways Concorde flight from London to New York at a total cost to BA operations of over $800,000. The fault turned out to be a simple sensor failure. It took a whole day to troubleshoot, but the fix was simple and fast once they found the cause. Later, when a case history was forwarded to BA's commercial partner, Air France, BA was astonished by their reply: "We know - the same thing happened to us last year - we sent you a report on it".
The costly delay would have been avoided if the British Airways technician in London had been shown the story about Air France's experience when the problem symptoms first appeared. That's what the ADDS Service does.
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