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Knowledge base solutions for back office operations
Improving performance and compliance in the back office
With constant changes to business processes, policies and systems it’s difficult for back office personnel to know the right way to handle every job task or decision they encounter. Training is only part of the solution - there are too many details to remember and many of those details change anyway.
Documentation is another part of the solution, but all too often it resides on the intranet or on file-servers where it’s hard to find, inconsistently presented and commonly out-of-date. That’s when your employees just guess and you get mistakes, non-compliance and productivity declines.
The SupportPoint knowledgebase system captures the expertise of subject matter experts and makes it easily available to the rest of your workforce when they need it, eliminating the need to train everyone upfront in all the details. SupportPoint delivers the most pertinent support information to each employee according to their role and the task they’re engaged in when they request assistance.
Features
Context sensitive guidance delivers the right support information at the right time because it recognizes the role and job task of the person calling for assistance. With SupportPoint, employees can be confident of always getting the support information they need with just a few mouse clicks.
Structured presentation of complex information allows personnel to quickly find specific guidelines that they can easily understand and apply to any customer, policy or technical issue.
Easy authoring and linking to existing materials allows subject matter experts to develop, review and distribute support information with minimal effort or IT assistance – so content will be more comprehensive and current.
Regional variations to global documents can be easily created and managed.
Document relationships are maintained so that changes to global documents are applied consistently to all regional variations.
Try SupportPoint Viewer online.
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