A web-native CRM application, KnowPlex^® is most effectively utilized in two major segments of the CRM application spectrum

• Inbound Customer Care
  Customers contact organizations in many ways . email, voice, and chat . for a variety of reasons . to purchase or transact business . to receive service or technical support . to seek assistance and find information . to get questions answered and issues resolved. KnowPlex^® provides an efficient and comprehensive method for managing all forms of inbound customer care.

• Outbound Campaign Execution
  Customer-centric organizations regularly reach out to their end-user communities to accomplish several on-going objectives . generate incremental sales activity . measure customer satisfaction . provide important information . request feedback . test market new products and services. KnowPlex^® provides an efficient, customizable means for effectively managing outbound campaigns.

CRM application software is an information management tool that organizations employ to more effectively manage their customer relationship functions. However, what CRM experts will tell you is that customer care effectiveness primarily stems from the knowledgebase and customer care processes associated with, or integrated within, the CRM application. Without an effectively designed and efficiently deployed knowledgebase, the overall effectiveness of the CRM application is diminished. That is why KnowPlex^® utilizes an innovative methodology for knowledgebase management, anchored upon the following three elements, and fully described in a downloadable white paper entitled, "Knowledge Management and the In-Bound Technical Support Function."

• Scripted 'Decision Tree' Content for Level 1 Issues and FAQs
  Level 1 issues are characterized by their high frequency, and also their consistent and repeatable resolutions. Scripted decision trees are an effective form of knowledgebase content for quickly and accurately diagnosing and resolving level 1 issues, (often referred to as 'common and frequent'). This approach enables organizations to manage the bulk of their inbound customer care activity in a cost-effective, high quality, and consistent manner. Scripted knowledgebase content is also an effective means for managing outbound campaigns.

• Article-based Content for Level 2/3 Issues
  Less frequent issues are often characterized as being more difficult to diagnose, and also having varied or even unique resolutions. Providing agents with a database of articles containing related knowledge and reference materials is considered the most appropriate method for level 2/3 issues. KnowPlex^® incorporates an effective process for managing the creation and refinement of such article-based content, and also for level 2/3 issues that are candidates for transitioning to a level 1 decision tree format.

• Business Rules Engine for Issue Escalation and Customer Care Process Management
  KnowPlex^® incorporates a 'rules engine' that facilitates automated management of the support process. Business rules can be easily formulated and scheduled to automate such activities as issue escalation, contact follow-up, customer satisfaction monitoring, status notifications and reminders, and others. Events that can be initiated via the rules engine can include email distributions, scheduling of outbound contacts, changing the status of issues, initiating alerts, and numerous others.

Additional considerations when deploying a CRM application include the following .

• On-premise versus On-demand
  KnowPlex^® can be deployed on a hosted, 'on-demand' basis, or installed 'on-premise.' A hosted deployment of the application eliminates the need for adding another system to your data center and the associated oversight thereof. Agents and other KnowPlex users simply access the application via their Internet browser (Microsoft Internet Explorer or Mozilla Firefox). For organizations that prefer an on-premise installation, KnowPlex^® has modest system and resource requirements.

• Integration with Legacy Applications
  KnowPlex^® is designed to accommodate integration with legacy solutions in a variety of manners. As such, our clients can choose a method of integration that best matches their operational and security requirements. Our experience with this process includes integrations with authentication and subscriber systems, billing systems, CRM systems, monitoring systems, telephony, and ACD/IVR platforms.

• Platform Independence
  KnowPlex^® is compatible with both Microsoft Windows^® and Open Source environments. 'On-premise' installations can exist with either a Windows Server or Linux-based Server platform. Agents' access to the KnowPlex^® application can be provided via Internet Explorer^® or Mozilla Firefox^® browsers supporting the Flash 7^® plug in.

• Customization
  KnowPlex^® is designed to accommodate ample customization to meet our clients' operational needs. In addition to custom-developed knowledgebase content, customization can also take the form of field name changes, business rules development, canned email and web chat responses, issue definitions, custom reports, and others.