| ERC Dataplus
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Background
ERC Dataplus offers companies web-based tools for managing and
administering human resource tasks including employee recruiting and
selection. From job seeker assessment to deployment of career site
development capability, clients can advertise job openings and
pre-qualify job seekers against company, location and job-specific
criteria. Clients can automate the task of educating job seekers
about their organization and current job opportunities capture
detailed information about job candidates, and schedule the next
step in the recruiting process 24 hours a day, seven days a week,
all automatically. With an international client base, ERC Dataplus
provides online support to hundreds of corporate recruiters
worldwide.
Situation
ERC Dataplus needed to provide their clients with round the clock
service in order to provide high levels of access to their system.
As an application service provider, the ERC Dataplus system allowed
their corporate clients to engage in recruitment of new employees
worldwide. They required ongoing support for information and answers
to their questions from hundreds of recruiters about web-based
recruiting activities for job candidates, details about the
application, how things work, and capabilities. ERC Dataplus clients
were limited to personal contact, paper documents, and searching
electronic files to find the information they needed. The process
was time consuming with phone conversations, callbacks and difficult
data searches that delayed time critical responses and added
unnecessary cost to the support of products.
Strategy
ERC Dataplus determined that they could incorporate new technology
into their web-based application to quickly answer their clients'
questions and provide virtual service on demand from anywhere in the
world. This would allow ERC Dataplus to provide a superior service
and allow their clients to get the most from their products.
Information on demand would provide customers with the best
information at any time, day or night, 365 days per year. With many
international clients, the enhanced capabilities gave ERC Dataplus a
significant competitive advantage in their market.
Results
With the Novo Solutions knowledge base system, ERC Dataplus provides
real time information 24x7 and reducing inbound calls by over 50%.
This frees up valuable time and speeds the process for customer
information yielding productivity gains and avoiding the need for
additional customer support personnel. This helped ERC Dataplus to
significantly improve overall customer satisfaction by providing
information to their clients whenever, wherever it was needed.
Because the information is continually updated, ERC Dataplus
clients are assured the most current information in an easy-to-use
format with new questions, answers and product updates in a simple
"drill down" format from keyword searches.
An important goal for ERC Dataplus was ease-of-use and the
ability to have the system up and running quickly with a minimal
amount of resource requirement. It was important that ERC Dataplus
clients find the system friendly, fast and intuitive. The knowledge
base system was implemented in just days with clients immediately
able to log on and begin accessing the information they need.
ERC Dataplus measures the system usage with a built-in tool
allowing management to identify subjects of particular interest to
their clients. By generating monthly reports on the most popular
topics, articles and questions, ERC Dataplus is able to focus on
improving the information that they know is most important to their
clients.
To ensure the maximum user friendliness, ERC Dataplus designed
their core web-based software product with the Novo Solutions
knowledge base application built right into their product. With this
design their clients can enter the knowledge base from anywhere
within the ERC software application. The knowledge base recognizes
where the client is and accesses the subject level based upon that
particular section of the application.
ERC Dataplus feels that the knowledge base makes their clients
smarter and more productive. The technology provides efficiencies
that help keep their costs down while making them more competitive
and able to offer greater overall value to their clients.
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