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Ridgehead Software PPT overview, covering our experience and battle scars in developing custom KM/Self-Service soutions for some of the worlds largest, most complex organizations.
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About Us The genesis of Ridgehead Software came from the desire to work as a team solely on
Self-Service/Knowledge Management/CRM software development. For six years the core group has built and integrated custom KMS Self-Service solutions for the worlds largest and most complex companies. We live and breathe KM in the call center space.
Kevin Smith – Co-principal of Ridgehead with over 15 years experience in development of CRM, Content and Self-Service solutions for companies.
Matt Haggerty – Business Development at Ridgehead Software, formerly the Director of Operations at PCHowTo DBA Knowledge Accelerators.
Michael Satterfield – Founder and Co-principal of Ridgehead. Lead architect of Self-Service systems currently deployed at several Fortune 50 global organizations.
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Ridgehead Software Ethos Robust software engineering techniques
The fundamentals of software development processes
Quantitative controls
The importance of good technical management of software projects
Agile development methodology
Full life-cycle development and management services
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Benefits Reduction of calls (and cost) to the helpdesk or call center
Expediting of request being logged/tracked with the helpdesk or call center
Higher quality answers for users seeking solutions
Reduction of training time for agents
Easy distribution of knowledge and documents to users
Expand Scope of Help Desk Product Support
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Related Strategies Satisfy multiple internal groups for content augmentation, management and
dissemination
Helpdesk benefits for desk side and internal employee support
Customer service for external support and customer care
Field service and remote employee/agent/vendor care
Management interface for viewing what is critical to the business and where people spend their time
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Framework and Architecture Highly Scalable so as to support all users
Easy to integrate with legacy and third part systems
Based on Microsoft platforms; ASP, .NET, SQL Server
Fully localized for multi-lingual support
XML based for open data exchange
Active Directory/LDAP enabled
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ContentRich Text (HTML)
Plain Text
Multimedia
Wiki
Blog
Structured
Knowledge Packs
Document Based:MS Word (DOC)MS PowerPoint (PPT)Adobe Acrobat (PDF)Others
Authored
Imported/Linked
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Self Enablement Portal Features Designed for roles and locales
Localized by Language
Personalized by user
Search &Browse for Content
CRM & Ticketing Integration
Chat Enabled
News and Alerts
System Diagnostics when Logging Tickets
System Outages
Rich Authoring
Workflow
Content Translation
Most Likely Solutions
Auto-Route Tickets to Resolver Groups
SCIM and Meta Tag Capable
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Off-Line Content Deliver content to disconnected and remote/field users.
Automatic update of content on an “as needed” basis.
Distribution of documents to users, including; PDF, WMV, DOC, PPT, etc.
Share and distribute documents amongst different user groups.
Application updates itself so as to always stay current.
Client version available for Windows, Mac and Linux.
All content available via XML feeds for integration with other systems
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Chat IntegrationMulti-Channel Approach
Passive Interactions with Help Desk
Increase Customer Satisfaction
Chat Bot Capability
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Tune Bot for ‘Intelligent’ Results/Solutions
Escalate to Agent Seamlessly
Bot Gives End User Instant KB Access from Chat Client
Create Ticket from Chat with SCIM
What we provide Turn-key knowledge management solution services
Design, development, integration, deployment and support of solution
Project management of all aspects of project through completion
On-going maintenance and support of solution
Software, tools and services to expedite deployment of solution
Years of experience in delivering highly functional and practical knowledge solutions for our clients…..
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