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ITNAVIGAOTOR’S KNOVA service offerings ensure a smooth and successful execution of the project lifecycle and of ongoing maintenance and enhancements.
Teams comprise account and project management, knowledge engineering, development and integration, data reporting, and quality assurance experts. These professionals bring their expertise with customer service solutions to bear on client requirements however needed.
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Business Value Analysis
The BVA is a collaborative process that allows enterprises to answer critical questions prior to moving ahead with a service resolution management initiative. Our seasoned experts work with your company to assess your service and support needs, identify measurable success factors and project the return on your investment SRM and knowledge management.
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Implementation
The ITNAVIGATOR KNOVA implementation approach brings a proven methodology together with a team of highly experienced technical, functional, and project-oriented personnel for fast and efficient implementations. Our services are available as packages that cover the entire implementation process. We take a team approach to understanding the client's business objectives, and our intimate knowledge of KNOVA products and the customer service business guarantees success.
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| Business Value Analysis |
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We know that investing in any new technology necessitates careful analysis of costs versus benefits. Your decision to deploy a service resolution solution not only impacts your company's business processes and bottom-line profits, but it also challenges your organizational resources and processes. Quantifying that impact requires an intense understanding of your business, the merits of SRM technology and analytical methodologies. That's why we offers Business Value Analysis (BVA) services.
This unique approach to the typical technology sales process differentiates ITNAVIGATOR and KNOVA in the service and support industry. We will work with your company to assess your service and support needs, identify measurable success factors and project the return on your investment in knowledge management. Our BVA team is comprised of knowledge management experts who have one goal: to increase your e-service solution's probability of success.
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| The BVA consists of three core components: |
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Needs Assessment
The BVA begins with a benchmark-based assessment comparing practices and performance of today’s organization against comparable industry references. Your business goals are outlined and a gap analysis determines the key success factors that provide a bridge from today to the desired state. The result is a clearly articulated statement of goals and a technology-based action plan |
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Product Fit Assessment
Technology isn’t intrinsically good or bad—just better or worse suited to meet specific requirements. KNOVA shares its customers’ motivation for making sure that only what is best fit for the customer is selected. Through the product fit assessment, all parties see explicitly how well KNOVA matches to the needs assessment. This provides a checkpoint in the purchase process and gives you confidence in your next steps. |
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Business Case
Most vendors provide simplistic, one-size-fits-all “ROI analyses” that multiply call volume or Web traffic by simple factors to provide a one-dimensional and unrealistic projection of cost savings. KNOVA’s business analysts apply sophisticated and conservative techniques for projecting a defensible and realizable return on investment, including “softer” but critical factors like customer and employee loyalty. ROI models are customized for specific value opportunities identified for specific enterprises, and TCO is comprehensive and realistic, including real factors most vendors fail to account for. In addition, benchmarks are established for post-installation analysis. |
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| Implementation Services Driving Value from Technology |
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| Service Resolution Management (SRM) technology automates and supports the business processes of resolving customer issues. To get the full value out of SRM technology, it needs to be seamlessly integrated with business processes as well as the architecture that supports related technology, such as CRM. |
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| Focused on Business Requirements |
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| The KNOVA Implementation Services methodology used by ITNAVIGATOR is based on the understanding that business requirements and processes are the key to a successful SRM implementation. Building on the business analysis performed during the consultative sales process, ITNAVIGATOR confirms and further details its findings. ITNAVIGATOR identifies process flows, analyzes content sources, specifies resolution flows, captures security and privacy requirements, extends the pre-packaged ontology and tailors the user interface. These steps don't take much time, but they do create a solid foundation for optimizing the service resolution experience for analysts and end-users alike. |
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| Packaged Application Configuration |
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Many of the legacy tools implemented for service resolution, search and knowledge management have provided little or no configurability options-customers take it or leave it. Obviously, this doesn't support the unique business requirements or processes of each company. Alternatively, some vendors provide platforms with APIs for CRM integration, Web site look and feel and other critical issues. For them, implementation requires significant programming skills; worse still, there's no guarantee that custom code will easily migrate to new product versions.
KNOVA provides the best of both worlds: a highly configurable packaged application with a comprehensive suite of friendly Web-based tools designed for business people, not just specially-trained IT staff. This shortens and simplifies implementation, reduces ongoing total cost of ownership (TCO) and minimizes upgrade costs as KNOVA's product suite evolves.
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A Proven Implementation Process and Product for Rapid Time to Value
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| At the end of the day, implementations need to be completed on time and on budget, and the resulting system must work as expected. Proven during many successful implementations for demanding customers like Novell, Microsoft and McAfee, ITNAVIGATOR’s and KNOVA’s implementation process is understandable, open, repeatable and low-risk. Engaging with KNOVA's project team is a confidence-inspiring experience-their competence in executing this well-defined process comes through in every customer meeting. |