Combining knowledge management with CRM is always a smart choice. A truly integrated system that leverages customer intelligence with organizational knowledge leads to sustainable competitive advantage.
Accomplish increased productivity. While responding to customer requests in CRM, your employees can have access to commonly asked answers and company information directly from your knowledge management system. This eliminates research time, conferencing with other employees and switching between applications while customers wait.
Reduce redundant tasks. In your CRM system, your cases can be updated with information learned during each resolution, and solutions to repetitive issues can be converted into articles in your company’s knowledge base.
Improve customer satisfaction. Customers visiting your company’s web site can find self-service capabilities through a search of your knowledge management system or through interacting with online FAQs that narrow down their problems to an appropriate response. Customers who can’t find resolutions or answers this way can be quickly routed to a live agent. New cases can be automatically generated by the system to alert your agents.
Increase effectiveness. With reports that provide a clear measurement of effectiveness, you will be able to keep complete track of how many calls, emails and questions have been resolved with solutions from the knowledge base and which issues are most active and repetitive. This form of real-time accountability gives you the power to respond to customer needs, build knowledge where it is appropriate, and track the effectiveness and productivity of customer facing employees.