The Power of Enterprise Knowledge Management

Mere centuries ago, English author, courtier and philosopher Sir Francis Bacon coined the popular phrase “knowledge is power.” That phrase can certainly parallel the power of harnessing your company’s knowledge content, by enabling your call center agents to provide your customers with the specific answer they are seeking in a timely manner. One proven way to empower your call center agents and customers is by utilizing the power of Oracle’s Knowledge Management (OKM) and the end-to-end implementation services of Infogain.

Many consumers use a variety of methods to contact customer service, with the Web at the top of the list. According to an online paper from Oracle, titled Benefits of Web Self Service, most companies are not doing enough to improve their Web and social support sites and guide their customers to self-service options that fit their needs. “Empowering consumers to serve themselves online not only increases customer satisfaction, but reduces support costs by more than 50x—the average support call costs $5.50 versus $.10 for a Web interaction.”  That is an amazing return on investment!

At Infogain, we’ve completed over 45 OKM implementations worldwide and we have witnessed our clients experience greater customer loyalty and true cost savings with each project. Our clients continue to report improvements due to Oracle Knowledge implementation at their company, including:

• Up to 58% increase in search accuracy leading to increased productivity
• Up to a 25% reduction in agent training time leading to higher user satisfaction
• Up to 30% reduction in average call handling time
• Savings from call deflection through the use of the OKM web self-service portal 
• Valuable insight into customer behavior
• Maximized cross-sell and up-sell opportunities
• The value of having Infogain as a hosted partner
• Reduction in legal and regulatory costs and exposure
• Higher CSAT scores
• Powerful analytical reporting by review, channels, categories, search topics, user segments and teams (OKM Contact Deflection feature)

We encourage you to invest in a smart Enterprise Knowledge Management Solution such as Oracle Knowledge that will pay for itself in greater customer loyalty, lower call center agent turnover and dramatically lower cost savings.

Infogain has the world’s largest team of OKM experts and we have successfully deployed OKM at Fortune 500 companies all over the world.   Our end-to-end Oracle Knowledge services include implementation, integration and customization, upgrades and production lifecycle services. Visit www.infogain.com to learn how you can harness the power of your organization’s knowledge content.

By Cathy Chandhok
Director, Marketing and International Sales



Resources:

Bacon, Francis (1561 – 1626), ([http://www.quotationspage.com/quote/2060.html]

Oracle Service Cloud, “Benefits of Web Self Service”
[http://www.oracle.com/us/products/applications/web-self-service-1897186.pdf]

 

Meet us in New York! Talk to Infogain Retail Experts at The NRF BIG Show and EXPO, January 11-14, 2015

By Cathy Chandhok, Director of Marketing

For our retail clients, the beautiful and renowned Jacob K. Javits Center in New York City is the place to be in January to learn and to be inspired and dazzled with the latest retail technologies. The weather forecast may be cold and snowy, but that does not deter the estimated 30,000 retail professionals from around the world who will all converge at Retail’s BIG Show and EXPO 2015 from January 11 through the 14^th.  This year, the National Retail Federation added an extra EXPO day.  Perhaps they added the extra day, so that attendees could have more time to peruse the 550 exhibitors, located in over 200,000 square feet of EXPO space? The extra day will certainly allow for more opportunities for attendees to meet exhibitors.

According to the website (http://bigshow15.nrf.com/about) “Retail's BIG Show offers unparalleled education, collegial networking, and an enormous EXPO Hall full of technologies and solutions. After more than a century, Retail's BIG Show is still the place - the only place - where you can see and experience all things Retail. It is truly one-stop-shopping for industry professionals from the around the world.” We couldn’t agree more.

Our Infogain Retail Team will travel from Austin, Texas and Infogain headquarters in Las Gatos, California and Noida, India to join the Oracle Retail team in Booth #2521. An Oracle Gold Partner, Infogain has collaborated with Oracle for many years, completing more than 20 Oracle software implementations in companies around the world. The retail team is excited to debut the new Infogain-Oracle Retail End-to-End Solution that has proven significant savings to our mid-sized retailers clients with their Oracle investments. What if you could receive a best-in-class Oracle solution in half the time and at half the price? Our retail team is excited to tell you how this can be accomplished within your organizations systems.

Meet us in New York!  Let me tell you how:

1)       Start by registering for the EXPO on the NRF website with your free pass from Infogain (Invitation Code E2494) http://registration.experientevent.com/showNRF151/default.aspx?Flowcode=ATT

With a limited number of free passes available, we encourage you to register soon. 

2)      Before you arrive, research your top 5-10 exhibitors to meet, including Infogain and Oracle. Our retail team will join Oracle Retail at Booth #2521.

 

3)      Save time and request a meeting with Infogain’s Retail Team by email at retailservices@infogain.com,or call us at (408) 355-6000.

4)      If we have your appointment already scheduled, then you will receive our full attention. Attendees that schedule a meeting will receive:

·         A 30-minute conversation with our retail executives

·         An evaluation and assessment of your current systems

·         An analysis of how our retail packaged services are pre-integrated and contained within one system of record accessible through a single entry point

See You Soon

Our Infogain Retail Team is looking forward to the excitement and energy of Retail’s BIG Show 2015. We hope you will consider dropping by to chat with them at booth #2521. Don’t forget to request a meeting, so that they can guarantee a productive 30-minute conversation that could be the first step in increasing gross margins and improving ROI for your company.

We wish you and your colleague’s safe and warm travels to New York for the 104^th NRF BIG Show and EXPO 2015. We can’t wait to meet you.