Knowledge Base
Flexible Scalable Customizable Intuitive – Novo Customer Support Suite Increases Profits by Enhancing Efficiency – Part Two
April 20, 2011 | 
Author Flexibility in an application often engenders fear in the hearts of professionals tasked with managing the initial set up and continued management of a solution. While this anxiety is completely understandable, Novo renders such fears largely baseless. We’ve done so by creating an intuitive interface for administrators and by providing the personal touch of training your core cadre of users. Should assistance be required, our Support Portal enables self help and of course our Support Department is there for you as well.
This same ease of use extends to internal and external users as well. Internal users are able to quickly become proficient in the use of the Novo Customer Support Suite which directly relates to an attractive bottom line for several reasons. Not only will fewer wage-hours utilized learning to utilize the system handsomely impact your Return on Investment Analysis, but enhanced customer satisfaction will directly translate into greater customer retention rates and increased sales due to the positive image of your organization in the marketplace.
All of the power and flexibility in the world amounts to nothing if a solution is not cost effective both in terms of the initial capital expenditure and ongoing cost. With regard to initial expense, you must objectively weigh the cost of continuing to manage the business of your organization as you have been against the cost of managing your business after the efficiencies of a solution have been realized. Novo even makes this daunting task easy – we’ll do it for you! Any member of the Novo Sales Staff are delighted to have a conversation with you to assess the needs of your organization as well as to gather the information required to prepare for you a detailed Return on Investment Analysis.
Flexible Scalable Customizable Intuitive – Novo Customer Support Suite Increases Profits by Enhancing Efficiency – Part One
In today’s business world, all businesses are seeking to not only increase efficiency but to enhance service while doing so. In such a business climate, most organizations find themselves in a situation where more work must be performed by the same or number of employees. If unable to increase staffing to manage workloads, more efficiently managing work through the use of a support application makes sound business sense. Such a solution must be scalable, cost effective, robust, flexible, easily configured and intuitively utilized by both employees and customers alike. These goals may seem mutually exclusive, but I would like to share with you how the Novo Customer Support Suite facilitates the accomplishment of these contradictory aspirations.
No matter the size of your organization or how rapidly it is growing in terms of customers or staff, the Novo Customer Support Suite is scalable to suit your needs. A robust core renders performance or reliability issues due to such variables as the amount of data being managed or the number of licensed users utilizing the system a non-issue. The Novo Customer Support Suite has thrived in as diverse of environments as a small managed services firm and an entire military installation.
Building on this solid foundation, the Novo Customer Support embodies the fundamental flexibility your organization needs in order to both manage existing work but to dynamically change and grow as your business needs require. User defined fields, custom rules, custom workflows, email integration, custom forms and lists and editable templates for request submission and Knowledge Base articles are some but not all of the features of the Novo Customer Support Suite that facilitate this flexibility. Novo also provides your organization with an End User Portal that is fully customizable in terms of appearance and user access based on roles and permissions.
Procedures Management | Knowledge Base Software
Some people only think of Knowledge Base Software as a tool for customer support operations, but if you have a KB system in-house you have an excellent tool for Human Resources.
All kinds’ company information can be placed into a knowledge base for easy access. A quality system will allow you to set permissions so that only management can view restricted data, making it perfect for storing key employee resources. With other features such as article review and workflows, HR can ensure that company information is constantly reviewed & up-to-date.
Let’s take a look at a common HR component – Procedures Management:
Whether documented or not, almost all organizations have ‘procedures’ on how day-to-day business tasks are completed. Some attempt to document as many procedures as possible while others rely on verbal knowledge and training on how tasks are accomplished. Imagine the value of being able to easily retrieve data on how procedures are performed! This would:
- Ensure procedures are current and correct
- Serve as an ideal training tool
- Preserve Knowledge when an employees leaves
Check with your IT dept. and see if they are using a knowledge management system. If they are you could share the software in what is called a Shared Services environment. This environment allows you to share one application across multiple departments. Data is categorized among the various departments, so you only see your information and they only see their information – this ensures data is kept secure!
Typically all that is needed to expand the system is to purchase additional licenses for other departments and make easy configurations. Additional modifications, such as customized templates are easily done to personalize the look and feel for different departments.
For more information on the Novo Knowledge Base see: www.novosolutions.com/knowledge-base-software/
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Tags: knowledge base, Knowledge Base Software, knowledge management, procedure management, shared services | 
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In the Cloud or in-House Deployment – what’s right for you?
There is a lot of buzz these days about ‘Cloud’ solutions? But is it right for everyone?
At Novo Solutions we listen to our customers and those inquiring about our software, and know that different environments have different needs. It is very frustrating for people looking for a solution to find one that meets all of their functionality needs, only to find out that it is ‘hosted only’ or ‘in-house only’. We have built our software with the flexibility to be used in either environment. What’s best, you can begin in one environment and move to another without losing your valuable data. So what’s really the best? It depends on your needs:
And for those who need an In-House solution with lower up-front costs an ‘Annual Subscription’ may be the best solution. With an annual subscription the software is ‘purchased’ for a contracted period, but then must be renewed, or terminated.
So when you are looking for a knowledge base or help desk software solution look for an application that is flexible to meet your current and future long term needs. Contact us for a free demo of the Novo Help Desk.
Posted in Help Desk Software, Knowledge Base | Tags: Cloud Computing, help desk, Help Desk Software, help desk solutions, IT spending | No Comments »
Managing Today’s Communication Tools – Knowledge Management
Knowledge Management
The information age has changed the world of communication. Just remember, it wasn’t that long ago that if you wanted to know something you had to pick up the telephone and call someone – hoping to reach them. Now with the Internet you can communicate with friends, coworkers, and businesses – all from the convenience of your desktop, laptop, or mobile device.
This new technology has created words we never had before; knowledge base, texting, google, blogging, tweeting, etc. In addition new jobs have been created to manage all of this new communication.
Some organizations have created entire new departments around this, while many have simply tasked specified individuals to manage certain aspects of the new technology. Needless to say, it has greatly affected the way we all do business.
We regularly get calls from people needing a knowledge base for their organization. They may need it so that their customers can find answers 24/7 on their company website, or for internal communication, or both. Unfortunately because this is still relatively new, many environments or companies do not have a solid plan in place as how to manage the knowledge base. It is a sad thing to purchase a powerful tool, but then not use it to its full capacity because of poor planning.
Here are some guidelines to have in place when building a company Knowledge Base:
- Who is going to be able to view the information?
- Who are the contributors? Who will create the articles?
- Who is responsible for reviewing content?
- Who manages the content to ensure it is not out of date?
- Who reviews suggestions from end users?
- Who reviews the logs to learn valuable business data? Are you getting the same searches over and over? Maybe communication could be improved?
We get very excited when we deliver our knowledge management software to a new customer because we know that is it going to greatly save time and improve operations. We encourage all our customers to take the time to make the most of our software solutions, as well as all new technology available today.
For more information on the Novo Knowledge Base, or our suite of support products please visit us at www.novosolutions.com
Mobile Applications Growth
There has been an explosion in apps for mobile devices over the past few years. Spearheading this assault on the minds and pocketbooks of mobile users are a myriad of apps for managing most aspects of one’s personal life. Personal apps run the gamut from those enabling the purchase of movie tickets, social networking, GPS navigation, managing multimedia, and much more.
While this explosion has undoubtedly occurred on the personal side of mobile device interaction, it seems a more sedate pace has taken place on the business side of things. While many providers have released mobile apps for such things as Sales CRM or even GPS mapping for the dispatch of technicians, mobile apps have not become as prevalent in the business world.
The Information Economy has seen the advent of the dissolution of the difference between the private and the business realms. The ability to do pretty much anything anywhere has seen a convergence of what we consider ‘work’ and what we consider ‘personal.’ Business apps on mobile devices may only further accelerate this convergence.
Despite potential social ramifications, developers might instead think in terms of the huge gains in productivity this enables business users and deliver more options for work related tasks.
Novo Solutions | www.novosolutions.com
Posted in Knowledge Base | Tags: applications, CRM, knowledge base, knowledge management, mobile | No Comments »
Preparing for Disaster – Knowledge Management
Being situated on the East Coast of the US, we are no strangers to the effects of hurricanes and tropical storms. As of today we are watching hurricane ‘Earl’, which is slated to bring us bad weather at the very least –and hopefully nothing worse. But as cautioned, we take the time around here to be prepared for the worst….just in case.
Nobody likes to have to think about disaster preparedness, but among other catastrophic losses, it can mean the difference between your business making it or going under with ‘the storm’. Critical company knowledge must be retained and readily accessible to return your business to its ‘normal’ operating state as quickly as possible.
Examples of critical knowledge are:
- Employee knowledge – employees may not be able to get to work; others may need to perform their tasks. Documented knowledge empowers others to step in and do essential jobs.
- Emergency procedures – this is critical to every business. Having documented emergency procedures for physical facilities, customer/employee care, financial, and organizational management will not only help reduce crisis, but for some businesses may reduce injury and harm (not to mention law suits).
- Legal Documentation – copies of tax and legal documents, licenses, warranties, insurance documents, etc.
- Business recovery – document what is involved in restoring your business to normal conditions, such as employee communications, customer communications, and data communications (logins/passwords, setting up computers/servers, etc.).
It is essential that the knowledge is web-based, so that it is accessible everywhere. You may not be able to get to your physical building….anything stored there may be useless if you cannot access it. In addition, if you are prepared you have more to offer the community (who may not be as prepared). This is one way we can all support one another.
So take the time to ensure your business is prepared for any unexpected disaster, whether it be hurricane, flood, fire, or earthquake. You have invested so much of your time and resources building your business….ensure you are protecting your investment.
For informationon our knowledge management software see: http://www.novosolutions.com/knowledge-management-software
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Grow Your Novo App
January….it’s that time of year to take a thoughtful look at your tools and procedures to see where performance can be improved. We recommend you take a good look at your Novo software.
Many people purchase our software for an initial purpose and later learn that it can do so much more. For some this means adding modules to increase functionality within a single department while for other is means rolling it into other departments. Here are some ways to grow your Novo App to get the most out of it:
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Check out our companion modules: The scalability of our software allows many of the tools to be used independently, but used together you can have a powerhouse of functionality. Give us a call and we can show you how adding modules can streamline tasks and save you time.
- Invite other departments in: The software you are using to manage IT requests works great in Human Resources, as well as other departments. Flexible permission settings allow each department to keep their data secure, and your company will be saving money managing a single app.
- Grow your administrator base: Need more administrator licenses? Adding more administrators to your existing app is just a phone call away.
We are committed to your continued success. Please give us a call for a free evaluation of how you are using your Novo software and suggestions on ways to improve your processes.
Don’t lose valuable company knowledge in a crisis!
It seems everyone was taken back by the upheaval that the volcano in Iceland has brought to the airline industry; stranded passengers, lost revenue, not to mention the chaos still to unfold when flights resume. Of all of the scenarios that airlines have to plan for I am sure this is one that they never saw coming. These events make us all take a look at our own businesses?
What if your business had a crisis tomorrow? What if you couldn’t operate – or had to cease operations and then resume after an extended period. Would your managers and employees know what to do? Where to go? Who to call?
Of course we are all taught to have an action plan in place in the event of a crisis – that is good business. Having solid, documented procedures in place can make the difference between your business surviving or not, not to mention maintaining client relationships after an unexpected event.
Organizing emergency procedures into a searchable, knowledge management system serves as a ‘go to’ place for employees to get information in a crisis. Important policies and procedures can be placed there for both present and future potential use. Emergency information can be documented and kept private, until management makes it available for departmental or even public viewing. Having a centralized repository improves communication, reduces chaos and ensures that vital information is effectively dispersed.
You have insurance for your business infrastructure…..knowledge management is insurance for your most valuable asset…your company knowledge!
For information on the Novo Knowledge base please contact us!http://www.novosolutions.com/knowledge-base-software/
Posted in Help Desk Software, Knowledge Base | Tags: crisis management, knowledge base, knowledge management | No Comments »
Provide transparency with the Novo Knowledge Base
Transparency is back in the news, as the US government is moving towards a more transparent relationship with its citizens. Perhaps you are experiencing the shift towards transparency in your own business. If you are not yet, we believe it is coming your way – either through public demand or through regulation. So what can you do now to get prepared?
Your Novo software has some great built in tools to improve transparency. The Novo Knowledge Base is a great tool for storing and managing your company information. Perhaps you are only using it internally now. With its flexible settings, you can also use it as a public facing tool to provide valuable information to your customers. Security settings allow you to determine which groups get to see what information – so private information is kept secure.
The knowledge base workflow tool allows you to automate processes so that you can easily review, change, and manage feedback on articles – saving time and improving efficiency.
On the help desk side of the Novo software the workflow tool allows for easy communication with customers by providing the ability to ask questions within the system. Once a question is posed, help desk workflows kick in to route the question to the appropriate department for response. The workflow automation pushes the request through the system, so you are not wasting manpower by having to manually route information internally.
We are always making improvements to the Novo software to keep up with technology and the changing times. Contact us of you would like more information on any of our software applications.
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