HEAT^® Plus Knowledge

If your company is like most organizations, you have a vast amount of knowledge that is being underutilized because it isn’t easily accessible. It’s often quite common that documents which would be useful to service and support staff for problem solving are stored in different locations across the network. Additionally, direct access to subject matter experts is typically not readily available.

In order to tap this knowledge to serve your customers better, increase productivity and efficiency, and ensure standards compliance, you need to be able to access and maintain this knowledge in a centralized location. It also needs to be entirely searchable. With HEAT Plus Knowledge, you can do all of this and more; it truly is the perfect add-on component for your HEAT Service and Support product suite because knowledge is everything.

HEAT Plus Knowledge provides the following key features and benefits:

• Improved call length and resolution. Decrease call length and escalation, plus provide immediate results on call resolution, when you have immediate access to the data you need when you need it.
  
  
• Native document storage and retrieval. Store documents in their native format and search and retrieve documents, regardless of format, location, or structure, Also, combine separate content repositories into one system.
  
  
• No duplication of data. Eliminate redundant content by organizing real-time information at its source.
  
  
• Integration with HEAT. Capture all information in HEAT Service & Support and save it for later reference.
  
  
• Increase customer satisfaction. Experience improved customer support and increase customer satisfaction by not only responding to the issue or inquiry correctly the first time, but also helping your customers to help themselves by giving them the power to search for their own answers.

If you have questions about HEAT Plus Knowledge, contact an Apropos consultant.