Today the implementation of knowledge management systems is critical to business operations, CX and customer satisfaction. This buyer’s guide outlines the key commercial, technical and usability considerations to equip you with before you begin the vendor selection process.
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Before any commitments are made, you and your colleagues must be confident in the knowledge management system you select. Does the ROI presented in the vendor’s forecast align with your business’ expectation of payback and long term financial uplift?
You need to know the answers to such questions pre-purchase, so ensure your vendor provides a business plan outlining the cost/benefit of deployment. This should include a projected ROI that is mapped to an implementation and post-launch timeline, used as a framework to understand your payback period. Ask vendors in your selection process to provide this framework from their previous deployments.
Firstly, discuss what level of customer support you require as a company, taking into consideration that your CX delivery works at the speed of your slowest channel. If your knowledge management system support is only active at certain times of the week or day, you can only truly guarantee service during these times.
Vendors offer multiple levels of customer support from critical only, to standard office hours to weekend and evening cover. Discuss your support needs with your prospective vendor, ensuring that the terms of support, including hours, are covered contractually in the SRS.
Each company will have a preferred way of purchasing its knowledge management system. So, the first step here is understanding your own commercial needs concerning CX. Consider these questions:
These considerations play a key role in determining your commercial needs, once you have the answers to these questions you can source a vendor that will match your requirements. If you are unsure about the answers to these questions, please get in touch; we’re happy to walk you through them.
For more on Knowledge Management 101, check out the Essential Guide here.
If you enjoyed this knowledge management system buyer’s guide and would like to work with a vendor who understands your commercial, technical and usability requirement, please get in touch with Synthetix today.Get in touch