Using Verity's knowledge retrieval and hybrid CD-Web publishing technology, Shiva has created a knowledge management application that provides answers to highly technical questions, the company claims.
Customers can take advantage of both the speed and convenience of CD-ROM-based information at their desktop, as well as the timeliness of constant updates at Shiva's Web site.
This dual approach has dramatically increased the rate at which customers help themselves, leading to significant call prevention and lower support costs in a very short time, according to Shiva.
It has completed an internal analysis highlighting the impact their self-help customer support applications are having on call prevention and reduced support costs. Eighty per cent of its customers are now getting their answers at the Shiva Web site or from the ISSAK (Innovative Share of Shiva's Accessible Knowledge) CD-ROMs. Overall support calls are reported to have declined by 22% in three months and more than 80% of customers are using the knowledge system before calling the support centre.
"Shiva's goal is to deliver products and services that are easy to use and inexpensive to manage. Improving customer access to product information is critical to this," said Mark Tuomenoska, Shiva's vice president of product marketing. "Verity Information Server has allowed us to connect heterogeneous repositories - turning them into a shared knowledge base accessible through our Web site. Verity's CD-Web publishing technology allows us to use the same superior search technology on net-connected CD-ROMs," he added.
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