Exploiting Knowledge to Meet (and Exceed) Customer Expectations
Indianapolis, IN (Vocus) May 2, 2008
KNOVA, a Consona CRM solution and worldwide leader in service resolution and knowledge management solutions for the enterprise, today announced that QLogic, a leading supplier of networking solutions for storage and high performance computing, will speak on its experience and results using KNOVA software at the Service & Support Professionals Association (SSPA) Best Practices 2008 conference in Santa Clara, Calif. on May 6.
QLogic Senior Manager of Technical Support, Mike Carter, will present the session, “Exploiting Knowledge to Meet (and Exceed) Customer Expectations,” based on the company’s significant results using KNOVA as its knowledge management platform for self-service and agent-assisted customer service initiatives. QLogic chose KNOVA to help build a world-class support Web site by consolidating solutions and documents into an easily searchable knowledge base and streamlining call center and online service resources for faster response times and accurate answers.
"We knew that the KNOVA suite’s flexibility would provide focused results that quickly lead our customers to the right answers. We were particularly interested in the forums capabilities," Carter said. "Our online forums have become an important part of the customer experience, allowing our tech-savvy customers to share their own solutions that can be searched within the knowledge base."
"QLogic came to us with a strong mission to improve customer satisfaction by making access to answers more efficient," said Tom Millay, general manager of Consona CRM. "KNOVA’s award-winning functionality and proven success in service resolution management is ideally suited to QLogic’s goals. The many benefits the company has seen since implementing the solution is proof positive that aligning a best-in-class solution with a customer-focused company philosophy is a recipe for success."
A case study outlining QLogic’s use of KNOVA solutions is available online at: http://www.knova.com/docs/customers/KNOVA-Customer-Profile-QLogic.pdf.
The SSPA Best Practices Conference is the premier gathering of the technology industry's service and support professionals. For more information, please visit: http://www.thesspa.com/Conferences/santaclara/index.asp.
KNOVA, a Consona CRM solution, is a leading intelligent customer experience solution that maximizes the value of every interaction throughout the customer lifecycle. Built on an adaptive search and knowledge management platform, KNOVA’s suite of applications help companies increase revenues, reduce service costs and improve customer satisfaction. Industry leaders including AOL, Ford, HP, Novell and H&R Block rely on KNOVA’s award-winning service resolution management, interactive brand optimization and guided selling applications to power an intelligent customer experience on their Web sites, and within their contact centers. For more information, visit http://www.knova.com, e-mail firstname.lastname@example.org, or call (800) 572-5748.
QLogic is a leading supplier of high performance storage networking solutions, which include the controller chips, host adapters and fabric switches that are the backbone of storage networks for most Global 2000 corporations. The company delivers a broad and diverse portfolio of products that includes Fibre Channel HBAs, blade server embedded Fibre Channel switches, Fibre Channel stackable switches, iSCSI HBAs and iSCSI routers. The company is also a leading supplier of InfiniBand switches and InfiniBand host channel adapters for the emerging high performance computing market. QLogic products are delivered to small-to-medium businesses and large enterprises around the world via its channel partner community. QLogic products are also powering solutions from leading companies like Cisco, Dell, EMC, Hitachi Data Systems, HP, IBM, Network Appliance and Sun Microsystems. QLogic is a member of the S&P 500 Index
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