Maximize the benefits of KCS

Interview with Waters Corporation.

Maximize the Benefits of KCS – An Interview with Waters Corporation

How MindTouch supports more effective KCS initiatives, company-wide

The Waters team discusses how they leverage MindTouch to make Knowledge Centered Service (KCS®) best practices part of their day-to-day operations. Hear how the team puts content creation and reuse at their engineers’ fingertips, and how this ultimately impacts the customer experience.

KCS® is a service mark of the Consortium for Service Innovation.

Transcript

Marc: Well, MindTouch has been outstanding for us, the flexibility in allowing our users to share content. Our support teams are incredibly overworked already. To generate efficiency, the process had to be worked into their daily routine in a way that was not painful. MindTouch allows us to do that. MindTouch allows us to create articles very simply. We are a medical device manufacturer. The beginning of our program was to improve our efficiency and effectiveness across support in order to maximize our efficiency, maximize our effectiveness, and get the business benefit of what KCS delivers, the business decisions and the operational excellence that we want to achieve based on the reuse of the content that we’re generating.

Marc: We need to include worldwide support staff. We need to have all the knowledge at the tips of our fingers, and we can’t allow our customers to struggle to find what they’re looking for. We need to get as much information as we possibly can, and reuse that information, and count that reuse, and understand what our customers are really experiencing so that we can make business decisions based on that content. Historically, we’ve made decisions based on what we think our customers need, and we know that that’s not correct. What they’re asking us for is quite different. And from reuse, we can generate the real understanding of what they need and what they want and deliver it to them. We’re seeing our support staff tell us that this is helping me do my job every day, and that is super powerful to us.