iKnowAdvanced: Tools for Growing Business
Whether your company is service or product based, iKnowAdvanced has the tools you need to streamline your processes, connect sales & marketing efforts and monitor service request resolutions
iKnowAdvanced includes all the features of iKnowBasic plus:
Case Management
Customers are an endless source of comments, questions, and issues.
It is the job of any successful company to keep their customers happy by answering their concerns and solving their problems. The Case Management feature allows managers to assign cases to representatives in the company who can resolve a problem quickly and accurately, ensuring the customer's satisfaction.
From e-mail, fax, telephone, or plain postal letter, Case Management maintains a complete case history with instant access to all previous issues, interactions, comments and resolution times, so customer service representatives can begin solving problems immediately.
Case Tracking
All cases are automatically assigned a unique ID and are date / time stamped to ensure that no issue falls through the cracks.
All customer cases can be tracked from across all channels and capture all relevant case data such as type, reason, related activity / resolution, and perceived customer satisfaction.
Personalized Customer Service Views
Set up different case resolution responses and page views for different customer service situations, such as different product lines, different service level agreements, or different categories of cases.
Case Collaboration
Allow your customer service representatives to easily collaborate and tap into the knowledge of product experts. Create support documents that provide self-service support and reduce expensive document publishing.
Team enabled problem solving improves productivity, efficiency and effectiveness in a support issues while building company-wide insight into top customer issues.
Solution Tracking
Solution tracking is at the heart of responsive, organized customer service department.
Quickly generate, respond, and track answers to customer problems with a digital library of answers for their customers that can be accessed for case views and accounts views. At a click of a button, solutions can be easily retrieved when generating email, outgoing telephone calls, letters, faxes, and notes, yielding quick, accurate, supporting responses.
Automated Customer Response Templates
Build a library of standard case resolution templates to help your customer service team communicate solutions to customers. Improve customer service representative productivity and increasing the consistency and quality of customer communications.
Custom Reports
Every business is different and needs to understand their data their way.
iKnowWare comes with pre-generated standard reports created by our domain experts, however, we believe that nobody knows your business as well as you do.
iKnowWare’s powerful Custom Reporting engine enables customers to quickly and easily build unique and timely reports without custom programming.
Account Management
Organize, build and track relationships with clients.
Within iKnowWare every client is associated with an account. It is in this framework that all client transactions, correspondence, and action requests are tracked from generation to resolution. From sales to finance and operations all account information is available in one place, viewable by access privilege.
Campaign Management
Your growing business is looking for an effective vehicle to introduce your product or service to a targeted group of potential customers. Your company programs, whether seminars, direct mail or e-mail campaigns, must be properly planned, designed and executed by the marketing team. iKnowWare's Campaign Management assists with this process by automating and managing each component of the campaign launch.
- Create a Campaign
- Establish Objectives
- Assign Team Members
- Prepare a Campaign Launch
- Monitor Success and New Market Knowledge
Web Cast / Document Broadcast Service
Much like the Document Management view which allows you to disseminate your knowledge to your internal staff, the Document Broadcast Service view allows you to disseminate your information to individuals and groups outside of your organization.
Often, specifications and manuals are written and updated and customers need to be notified of these updates and changes. The Document Broadcast Service view makes sending out customer documentation updates as easy as selecting a file and pressing send. In addition, iKnowWare allows you to choose and designate users with "view and send" privileges to release your company's information to your customers.
Order Entry
With iKnowWare's Order Entry view connected to legacy back-office financial systems, sales management are provided with real-time order entry, purchasing, and inventory control functions. Without this connectivity, the systems of sales and operations / financial management cannot share critical business information about customers, orders, and financial data. This includes customers who pay on-time, offerings of increased credit, and special co-op bundling opportunities.
Inventory Control
The Inventory Control view effectively manages inventory, automatically updates receipts from purchases or transfers from other inventories, issues, returns, and transfers.
The Inventory Control view also incorporates with iKnowWare's Products and Orders system for inventory allocation, shipments in requisitions and order entry, and issues to third party interfaces. Reconciliation processing means quick, efficient physical inventory counting, valuation report printing, and general ledger updates.
Project Task Management
With iKnowWare’s Project task management, teams can work together on complex projects. Scheduling time lines and task has never been easier. Managers, team leaders even clients can be kept up to date on task and project status.