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Oracle Knowledge Management Implementation Leads to Better Customer Experience


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Business and Technical Challenges

The client’s current system included a .Net-based customer relationship management system used by approximately 100 agents plus a self-service portal for use by the client’s customers worldwide. Information available to the agents included more than 500 documents developed by more than 40 authors. Using their current system, agents were challenged to find and retrieve information in a timely and efficient manner. Additionally, the client lacked mechanisms to monitor and evaluate content usage. The client’s overall business and technical challenges included:

  • Slow response times to searches and inquiries
  • Lack of specific results based on the user’s roles and permissions
  • Inefficiency due to the volume of documents and authors’ information located in different portals
  • Insufficient overview of customers’ needs