Aptean Case Studies Audatex, A Solera Company: Supporting best practices and change management initiatives with Knova knowledge management software and services

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	Audatex, A Solera Company: Supporting best practices and change management initiatives with Knova knowledge management software and services Aptean

Audatex, A Solera Company: Supporting best practices and change management initiatives with Knova knowledge management software and services

Aptean

Technology Category	Application Infrastructure & Middleware - Data Exchange & Integration
Applicable Industries	Automotive
Services	Software Design & Engineering Services System Integration
Challenge	Audatex, a global leader in database development and implementation of software and services for the automobile and insurance claims processing industry, was facing challenges with their existing knowledge management (KM) systems and structure. Their homegrown systems were not upgradable, were beginning to show their age and lacked reporting. The existing solution did not support Knowledge-Centered Support (KCS) principles and was, in fact, simply a repository – not a true KM system. There was no knowledge manager, no KM infrastructure, no consistent content structure or review process, and company information and knowledge were not under centralized management. These issues were hampering their efforts to provide superior customer service. Read More
About Customer	Audatex is a world leader in database development and implementation of software and services for the automobile and insurance claims processing industry. They provide a wide range of solutions including solutions for insurers, access to claim and repair information for consumers, and estimating systems for repair facilities. The company is part of Solera, a global leader in data and software services. Audatex operates on a global scale, servicing more than 25,000 clients and handling more than 60,000 calls each month across various business units. Read More
Solution	In 2011, Audatex organized a team to bring true and effective knowledge management into practice. They surveyed the market and selected Knova as their KM platform because of its KCS verification, powerful search engine, and excellent reporting capabilities. With the guidance of Knova Professional Services KCS certified consultants, the Audatex team completed an internal assessment as well as functional requirements and design phases. Configuration and staging was performed and training workshops followed soon after. The system was rolled out to four business units in a phased implementation. In the second phase, most of the effort was concentrated on building the knowledgebase, starting with high impact items from product development and product management and making knowledge more of an asset within the entire organization. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - Data Exchange & Integration

Applicable Industries

Automotive

Services

Software Design & Engineering Services

System Integration

Challenge

Audatex, a global leader in database development and implementation of software and services for the automobile and insurance claims processing industry, was facing challenges with their existing knowledge management (KM) systems and structure. Their homegrown systems were not upgradable, were beginning to show their age and lacked reporting. The existing solution did not support Knowledge-Centered Support (KCS) principles and was, in fact, simply a repository – not a true KM system. There was no knowledge manager, no KM infrastructure, no consistent content structure or review process, and company information and knowledge were not under centralized management. These issues were hampering their efforts to provide superior customer service.

About Customer

Audatex is a world leader in database development and implementation of software and services for the automobile and insurance claims processing industry. They provide a wide range of solutions including solutions for insurers, access to claim and repair information for consumers, and estimating systems for repair facilities. The company is part of Solera, a global leader in data and software services. Audatex operates on a global scale, servicing more than 25,000 clients and handling more than 60,000 calls each month across various business units.

Solution

In 2011, Audatex organized a team to bring true and effective knowledge management into practice. They surveyed the market and selected Knova as their KM platform because of its KCS verification, powerful search engine, and excellent reporting capabilities. With the guidance of Knova Professional Services KCS certified consultants, the Audatex team completed an internal assessment as well as functional requirements and design phases. Configuration and staging was performed and training workshops followed soon after. The system was rolled out to four business units in a phased implementation. In the second phase, most of the effort was concentrated on building the knowledgebase, starting with high impact items from product development and product management and making knowledge more of an asset within the entire organization.

Impact #1	Audatex has recognized significant improvement in customer service, employee morale and effectiveness, and a new level of control and organization in the call centers.
Impact #2	The company now treats KM as a distinct organization, with people permanently assigned and with clear duties and objectives.
Impact #3	The new knowledgebase created using KCS procedures is dynamic and useful, providing more value and utility than the larger number of previous documents.

Impact #1

Audatex has recognized significant improvement in customer service, employee morale and effectiveness, and a new level of control and organization in the call centers.

Impact #2

The company now treats KM as a distinct organization, with people permanently assigned and with clear duties and objectives.

Impact #3

The new knowledgebase created using KCS procedures is dynamic and useful, providing more value and utility than the larger number of previous documents.

Benefit #1	Reduction in call handling time
Benefit #2	Increase in issues resolved on the first call
Benefit #3	Decrease in time to proficiency for agents

Benefit #1

Reduction in call handling time

Benefit #2

Increase in issues resolved on the first call

Benefit #3

Decrease in time to proficiency for agents

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Overview

Audatex, A Solera Company: Supporting best practices and change management initiatives with Knova knowledge management software and services

Operational Impact

Quantitative Benefit