BMC Remedy Knowledge Management

Business Challenge

IT executives are looking for ways to ensure that problems are resolved quickly and accurately. Any delays in resolving IT incidents can cause delays in business processes
which impacts the company’s bottom line. Knowledge Management solutions must enable
both external and internal call centers to perform more efficiently, enabling support agents
to have “at their fingertips” access to a vast array of information needed to resolve problems.

Business Need

  • Reduce training costs throughout the enterprise
  • Provide consistent and accurate answers through a single point of access
  • Reduce call length by having solutions at your fingertips
  • Provide self service to reduce call volume
  • Capture valuable knowledge to reduce turnover costs

Our Solution

BMC Remedy Knowledge Management can improve staff efficiency, customer service and satisfaction, and business service quality. Call center efficiencies can be dramatically
improved by providing agents with quick answers and solutions to their customers’ issues.
In addition, Web-based self-service options allow employees or customers to find their own answers 24x7 using natural language search, which can dramatically reduce the number of issues directed to a service desk.

 Key Features & Benefits

  • Rich HTML Authoring - delivers best practice authoring with extensive rich-text HTML editing tools.
  • Searching and Security - Users can search across multiple sources. Powerful search engine allows for simple searching with Natural Language Query.
  • Provides a Self-Help solution that allows users to search for their own solutions and create their own trouble tickets.
  • Enforceable Authoring Process and Notifications - Ensure that the knowledge is consistent and up to corporate standards in a timely manner.
  • Provides news flashes and watch lists - Users can see important notices and be
    notified of changes or new solutions created in their category interest

For more information about how Tiberone can help with your Remedy Knowledge
Management requirements, please contact us.