September 1, 2015
I recently spoke with a new client about his goals for success when planning the implementation of a new CRM application He shared several, but prioritized the following as the most important: “We need to reduce handle- time and improve first-call resolution.”
At Bluewolf, we hear that often as we work with clients to define a roadmap for success. As we continued to talk, I asked about several key elements of functionality—case management, CTI integration, workflows... When I got to knowledge management, I was surprised at his response: “We’re not planning to do that right now. In fact, we don’t see that as part of Phase 1 or Phase 2. We’re not sure that we’ll get the value for the work required.”
I thought, “Wait, how is that possible?” If the top goals are to “reduce handle-time and improve first-call resolution,” how can knowledge not be part of the plan? As we discussed the functionality more, he said something else that we hear often, “Knowledge, for us, just seems really hard. Our knowledge is all over the place and owned by a lot of different organizations. We know it could help, but it just seems impossible to get our arms around.”
