Knowledge Management

One of the biggest challenges that customer service operations departments face is to improve and maintain efficiency, whilst reducing costs and at the same time, meet their customers high expectations.  One of our specialist services is Knowledge Management (KM) Solutions that will provide your team with the ability to improve on internal productivity whilst delivering an enhanced customer service experience. The Universal Knowledge Product offers a user friendly interface which allows acces to vital information quickly and easily. 

Learn More about KPS Knowledge Management Software

Key service departments that can benefit from our KM Solution:

Internal Knowledge Management

Contact Centres

Service Desks

Shared Service Environments

Web Self-Service

Why invest in a Knowledge Management System?

RQTech’s Knowledge Management Solution provides a single view of multiple knowledge sources including response templates for different channels. Our KM solution is a highly functional is a highly functional system that is constantly updated to reflect the requirements of our varied customer base. It can be used as a standalone or as an integrated solution with existing systems such as CRM, ITSM or internal intranets and external websites.

The powerful context-based search function will not only find the right document, but will highlight the area of the document where the answer can be found. This will ensure that your teams are empowered with the right information and consistent answers, wether the answer is held on a website, intranet or in a pdf document on a fileshare.

Key Features:

Manage

Logically structure and manage searches for knowledge from one access point.

Search

Natural language search and fragment technology allowing agents and self-service users to locate answers to their queries quickly.

Create

Knowledge can be referenced externally or created internally through a workflow process.

Alert

Push information to users when required with a full audit trail to identify who has read the information

Report

Understand knowledge base use, missing knowledge, and monitor user behaviour.

Collaboration

Collaborate with subject matter experts, contribute content, feedback, and request reworks.

Key Benefits

Increased staff productivity

  • Fast access to relevant information

  • Capture of tacit knowledge

Content Control

 • Removing unmanaged silos of information

  • ‘One version of the truth’

  • Consistent and accurate information

Reduced staff churn

  • Reduced training time for new starters.

  • Improved staff engagement.

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Get a quick overview so you can spend your time improving your processes.

You can easily define and set up processes according to your own needs using a convenient layout tool. In addition, since all types of workflow processes can be managed, you get all case management in one single system. 

Analyses, statistics and reports give you an unbeatable overview with real-time status and division of responsibility. Nothing has to fall through the cracks anymore and you always have an accurate and up-to-date base for decision-making.

CANEA Process is a tool that allows you to model and share business processes in an easy-to-use graphical web interface.

Seeing is understanding

Visualisation gives all employees an understanding of the organisation’s processes, activities, responsibilities and information flows.

Living processes

Identifying working methods while making it easy to update is the basis for continuous improvement of processes.

Create a complete picture

Linking together documents, information and tools with clickable process maps create an intuitive and comprehensive management system.

CANEA Workflow is an IT solution that automates, quality-assures and speeds up administrative workflow processes.

You can easily define and set up processes according to your own needs using a convenient layout tool. In addition, since all types of workflow processes can be managed, you get all case management in one single system. 

Analyses, statistics and reports give you an unbeatable overview with real-time status and division of responsibility. Nothing has to fall through the cracks anymore and you always have an accurate and up-to-date base for decision-making.

By creating executable processes in CANEA Workflow, you get both better control of the situation and smoother processing.

Streamlining the work

Ensure compliance and that handovers are done correctly and with the right information.

Correct decision support

You get an unbeatable overview of the processes in real time, with both clear reports and clear diagrams.

Improve processes continuously

Our process support can be constantly adapted to changing needs and requirements. In this way, we give you the best possible conditions for your daily work.

A document management system without complicated folder structures.

CANEA Document combines simple and intuitive search features with powerful features for managing documents from a life cycle perspective.

Maximum availability
Search and find information quickly based on what you need, not where it is stored.

High security
Ensure accuracy, changes and access to all information – with high traceability.

Fulfils requirements
Manage information according to standards, legislation and other requirements for document management.

CANEA Document supports everything from production, publication and modification to archiving and deletion – with full traceability and version management.

CANEA Document provides secure management of all types of documents – in one place. Tagging the information with metadata creates a virtual, multidimensional folder structure. This means that a document appears in multiple locations at the same time, with authorisation-controlled access. The right information in the right place for the right users at the right time!

You can usefully add your company’s process-oriented management system to CANEA Document. All production and distribution of documents is quality-assured and streamlined. In addition, your employees always have access to the most up-to-date version of the documents – directly via intranet, tablets and mobile phones.

Improve the performance of your project activities

CANEA Project is a comprehensive project tool with integrated support for all types of projects and parties– such as management, resource owners, clients, project managers and project participants. CANEA Project gives you an excellent overview of your entire project portfolio, including profitability and status, making it easier to prioritize and make decisions.

CANEA Project shares all important project information with both internal and external members.

Let your project manager focus on management rather than administration and distribution of the information.

Gather all project information in one place and make it available to both internal and external members.

Helps you with prioritization of projects, resource management and analysis of portfolios and programs.

Make reality of the strategy

CANEA Strategy makes it possible for organisations of all sizes to create a unique common thread from the strategic work to the daily operations. We do not just provide performance management tools but rather a completely new generation of IT support for strategy activation. The system guarantees and provides support throughout the chain from strategy to execution. You get no results without action. CANEA Strategy makes it possible in practise! 

CANEA Strategy ensures and provides support throughout the entire journey from strategy to execution.

Create a shared understanding of the strategy, the goal to achieve and how.

Gives management an unbeatable overview of what’s happening, how it’s progressing, and why.

Creates a clear common thread from the strategy to project, initiatives and actions.