Meeting manufacturing goals
In selecting knowledge management technology for its customer service department, MAPICS focused on three goals:
- to capture and manage knowledge in the workflow from all its customer care specialists,
- to give customer care specialists the confidence to broaden their expertise by enabling reuse of documented solutions, and
- to create a foundation for self-service strategy by providing customers and affiliates 24/7 access to the knowledgebase.
To move toward those objectives, MAPICS implemented Primus’ Server knowledgebase and eSupport in its customer support organization and on its support Web site. MAPICS, a global solutions provider focused solely on manufacturing, reports that the deployment has proven successful.
"The solution definitely has us in line with our objective of increasing customer satisfaction and maximizing the support team's efficiency," says Tom Aery, VP of customer support and retention for MAPICS. "We wanted to leverage the knowledge that already existed in our organization while empowering our customer support specialists to author new solutions. We also wanted our customers to be comfortable with self-service via the Web and to easily navigate our support site. In fact at our recent, annual international user conference, several customers told us about their positive experiences with the knowledgebase and ability to find an answer to their questions more than 90% of the time."
Primus reports that MAPICS has experienced a 10% increase in customer care specialist productivity, 40% reuse of documented solutions, and 70% usage of the knowledgebase on customer calls.