BMC Knowledge Management Express

BMC Knowledge Management Express represents a complete Knowledge Management IT solution to create and maintain your Knowledge Database, and to measure your success. The solution provides multiple tools for KM work flow: Knowledge Management for developers, web-based self-service functions, and Email Response Management for efficient communication via email. This includes answer validation, automatic aging of contributions, user feed back, as well as reports. The Knowledge Database is automatically maintained through utilization of user behavior, solution feed back, and reports. The sequence and priority for presented answers is continuously updated to ensure the most important information is presented first. Our work flow tools for Knowledge management present a fundamental change in the cost structure for Query management in a service environment. They reduce the work load for client service representatives and allow for more a more efficient work environment. With a self-service success rate of 30 to 40 percent your support staff can focus on those requests requiring inter-personal communication.

Higher Customer Satisfaction 
Using BMC Knowledge Management Express, your users are receiving the answers to their question via a significantly cheaper medium: the Internet. Companies can now scale service capacity based upon the actual service requirements. 

Automatic Capacity-Based Fine Tuning 
In accordance with the normal fluctuation throughout your business hours the web site is automatically fine tuned without the need for additional resources during times of high query volumes. Many requests can be handled at reduced costs directly in the self-help portal.  

Employees get the information they need exactly when it is required.
The Self-Service efficiency directly depends on the answer’s degree of usefulness, and how easy users can solve problems on their own. Maintaining a solid knowledge data base with actual and complete information requires a user-oriented Knowledge Management. BMC Knowledge Management Express is a comprehensive IT solution for Knowledge Management. It can help you to create and maintain a Knowledge Data Base and measure your success. 


 

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