It is an integrated and comprehensive model for linking support process, learning and quality management. This makes KM an integral part of support and helps collectively organize, manage and reuse the support knowledge.

Ensuring that the support model is highly scalable, optimum and consistent across the organization is critical for success in today's business environment. Support team must be able to leverage their true potential and collective experience to respond to the customer needs on time. Ultimately, it helps minimize the cost and maximize both productivity and quality of support.

• Reinvention and repetition of costly mistakes drains organizational energy.
• Slow response to customer issues due to lack of reusability.
• Poor memory related to past interactions with customers. This lead to repetition of interactions that make customers annoyed.
• Difficulties in finding the right solution at the right time due to inefficient access to the collective knowledge base.
• Knowledge is scattered and unorganized. Hence, finding the right knowledge at the right time is a time-consuming and painful exercise.
• Lack of coordination among the team members due to the absence of system thinking.

• Highly organized knowledge related to products and services that need to be supported
• Questions and answers knowledge bank with the auto-response option
• Knowledge category (taxonomy) and skills level based categorization to help people gain access to relevant knowledge
• Effective way of capturing customer issues and linking it to existing solutions.
• Ability to classify the customer issues and automatically assigning right people to respond.

• Ask the expert system based on subject matter expertise
• Can identify experts and initiate a discussion through live chatting or discussion forum
• Auto response when the answers are in knowledge bank
• Pending questions can be listed and responded by experts or owners
• Summary reports on response time and status of the each response

• Skills based support team management and resource planning to ensure that the right people are involved in the right task
• Individual vs team skills gap analysis to help the team members identify their weak areas and learning
• Skills inventory based on roles & responsibilities linked with effective learning model
• Performance review and feedback management

• Bug tracking along with problem and solution knowledge bank
• Identifying the right person for executing the tasks
• Identifying the similar tasks and the solution suggested
• Smart task management and progress reporting
• Integration with meeting planner, calendar and messaging

• Managing and monitoring success through KPIs and smart dashboards
• Option to summarize and report quality and speed responses
• Effectively reporting personal and team productivity and customer satisfaction
• Reporting on team contribution, utilization and outcome of the knowledge bank

• Can be integrated with igniTeam Collaboration Network to facilitate knowledge sharing to respond quickly.
• trueAware Learning System can be linked to facilitate perfect learning in line with support competency needs.