Three Ways to Maximize ROI from Knowledge Management Software

This is the final entry of a 4-part series on the ROI of knowledge management software

We’ve covered a lot of ground in the first three parts of our series on understanding and achieving return on investment on enterprise knowledge management (KM) software. For agents, the difference between ad hoc, predominantly manual workflows and KM-enhanced customer service is as profound as the gap separating a traditional CRT TV from a modern HD or 4K set – i.e., it’s much easier to see what’s going on and to navigate through the overall experience, too.

In this fourth and final entry in the series, we’ll focus on how you can maximize ROI from knowledge management tools. More specifically, here are three techniques for ensuring that knowledge really is power for your agents, employees and customers alike:

1. Integrate KM tools with IT service management and CRM software

Many organizations churn through different IT service management (ITSM) and customer relationship management (CRM) suites because they can’t make them work within their broader technical strategies. A reader survey by highlighted some common reasons for switching, including realizing the current solution was outdated or too difficult to upgrade, maintain or integrate. Fortunately, knowledge management tools such as RightAnswers integrate out-of-the-box with cutting-edge ITSM and CRM platforms, including ServiceNow and Salesforce. That’s a recipe for greater ROI from your support operations.

2. Empower end users with intuitive self-service

What do online shopping and restaurant drink machines have in common? They’re both self-serve solutions, and far more convenient than the alternatives (e.g., needing someone else to refill your drink). Knowledge management tools should confer similar advantages. The best KM software can be preloaded with extensive Knowledge-Paks containing answers to the most common issues with popular applications. Plus, agents can look into rankings systems to see which content is most useful and which require updates.

The self-service aspects of KM can fuel higher case deflection, i.e., the rate at which customers and end users are able to find their own answers without needing to open new cases. Case deflection thrives on the proposed answers that customers see while searching and right before attempting to make live contact. It blurs the line between hard and soft ROI by demonstrably lowering the number of active cases while enabling agents to focus more on higher-priority issues.

3. Streamline content creation for agents

Producing accurate, relevant support articles on the spot might seem intimidating, but it doesn’t have to. Agents who must update or create a new article have everything they need at their disposal in an industry-leading knowledge management system. Anything from an in-depth guide to shorter how-to content can be completed from within the KM system and then customized so that it is available in topic-specific collections and viewable to certain groups.

Upgrading to a multifaceted knowledge management system is one of the best investments you can make for your entire organization. Visit our resource center or contact our team directly to learn about next steps in getting the efficient KM tools you deserve.

In case you missed any of the previous posts in this series…

  • Blog Post I: The Costs of Foregoing a Real Knowledge Management Solution
  • Blog Post II: How Knowledge Software Features Like Bulk Editing Boost Agent Productivity
  • Blog Post III: How Knowledge Management Software Leads To Unseen ROI

Need more information on the ROI of Knowledge Management? Register for the webinar on June 13: What’s Your Return on Knowledge? or or schedule a free ROI Estimate with one of our knowledge experts.

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