February 10, 2014
Aptean Wins Yaskawa America as Customer for its Knowledge Management Platform
By Rajani Baburajan
Aptean provides enterprise application software that provides businesses with end-to-end, industry specific solutions to address complex business challenges more effectively.
In one of the latest developments, Aptean has won Yaskawa America as one of its customers for Knova, a knowledge management solution to help companies resolve customer service issues.
Knova, according to Aptean officials, is ideal for companies like Yaskawa that process complex queries across multiple channels. Yaskawa America is a leading manufacturer of AC inverter drives, servo and motion control, and robotics automation systems.
"In our high-tech, fast-paced environment, we looked for a best-of-breed platform that facilitated quick knowledge creation and which could be easily understood by both our internal technical team and our customers to resolve issues faster and more effectively," said Cris Franco, technical call center manager for Yaskawa, in a statement.
Another attribute that makes Knova attractive to Yaskawa is that it tightly integrates with their current CRM system and would adapt to their existing call flow.
Knova provides not just answers, but resolutions. With features like “Resolution Wizards,” Knova enables a personalized search process designed to guide users to key research and next steps based on the context of their query. Its in-memory analytics platform helps Yaskawa identify knowledge gaps quickly and allows them to implement improvements in minutes, not months.
A powerful 'Knowledge Instantiation' feature automates the process of creating the metadata required for a dynamic search experience.
Franco continues, “While many solutions required either extensive customization of the KM platform or adaptation of our call flow, Knova provided this capability out of the box, adapting to our process instead of us to theirs.”
“Aptean is committed to providing a platform for knowledge management that can integrate with any system, fostering an environment of intelligence and customer-centricity across the organization,'' said Duane George, director of product management, Aptean.
Edited by Cassandra Tucker