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With incidents and problems increasing in volume and complexity it is vital to give service desk staff access to existing knowledge. Having the ability to access resolved cases or a known vendor problem will significantly reduce 1st time call resolution and time to resolve incidents. Effectively knowledge management can increase customer service and customer satisfaction with a reduction of service costs.
Departmental Knowledge Management:
For departmental use we have developed our Devoteam Knowledge Manager for Remedy product which is easy to install and integrate into your existing Remedy environment. This solution offers a typical ROI within 9 months, indexes existing tickets, adds resolutions to the knowledge base and has no impact on license usage
Knowledge Management for Enterprises:
For enterprises our solution for knowledge management is BMC-Remedy® Knowledge Management software which dramatically improves call center efficiencies for both internal and external help desks, promoting complete end-to-end solutions through Business Service Management.
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| With our highly skilled and fully qualified ITIL® and BMC-Remedy consultants, proven delivery methodology and extensive experience - Devoteam are the best company to deliver your knowledge management solutions. |
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