Change the Cost Structure of Your IT Support Organization

The Unified Knowledge Suite™ is RightAnswers' flagship product incorporating both self-service and support analyst solutions. The Suite is a combination of software, content, and support services providing a platform on which to build a more efficient support organization. RightAnswers' solutions have helped hundreds of IT support organizations throughout the world improve their operations. In many cases with clients who previously attempted an IT knowledge solution with disappointing results.

The ability to support more users with less staff, increased productivity and satisfaction are the results achieved by RightAnswers customers. On average RightAnswers customers reduce their call volume by 20% while 92% of end users experience improved service, all within 3-6 months.

According to the Help Desk Institutes 2006 Practices and Salary Survey the average cost per incident for phone support is approximately $25. With RightAnswers a help desk managing 100 calls a day can potentially reduce calls by 20%. This would result in a savings of $500 per day or $126,000 per year, even more for a 24x7 operation.

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How our best-in-breed approach separates us from other traditional knowledge management systems.

RightAnswers solution is a combination of software, content services, and ongoing support services ensuring adoption and content effectiveness. Our solution has been proven to be effective with hundreds of customers throughout the world. In most cases with a customer that previously attempted a knowledge solution with disappointing results.

Industry analysts have called RightAnswers a Best-in-Breed supplier mostly because of a core competence in self service, knowledge solutions and content creation. Other solutions offer only software when a successful knowledge management project requires tight integration of software, content, and services to ensure that the project is successful.

What makes us different

• Product Vision - First to market with new technologies
• Strong Focused Technology
  • Incorporates Web 2.0
  • Superior Search, Speed, Workflow
  • User Configurable
  • Latest Methodologies
• Proven Best Practices and Services
• Results Oriented - Shared Ownership Solution and Strategy

Why our solutions are a high priority for IT departments to deploy.

As IT support needs grow in cost and complexity enterprises of all shapes and sizes are looking at ways to streamline their operations. RightAnswers Knowledge Solutions have allowed organizations to change their support structure by reducing support calls, offering 24 x7 support, limiting call escalations to costly 2nd and 3rd level support, and providing an improved support experience for end users.

Our solutions gain in priority is the result of the positive impact it can have on the entire organization not just one department or level of end user. Additionally many IT projects have long horizons before they yield results. RightAnswers clients are seeing pay back typically within 90 days from starting the project so today's investments are yielding results quickly and not becoming shelf-ware.

Why RightAnswers solutions are so effective

• A technology suite geared specifically for Self Service and Support Analysts
• Superior search, speed, hosted service options, third party integration
• Vision for future applications and frequent incorporation of new technologies
• Best practices and complementary services that enable client success
• A results oriented solution powered by a shared ownership strategy

How we fit into your ITIL and KCS initiatives.

RightAnswers products are designed to expedite and enable ITIL methodology for your help desk and KCS practices for your knowledge management team. Our product suite is KCS verified as well as a valuable tool for implementing ITIL methodology.

Through the creative use of Self-Service and Knowledge Management tools RightAnswers solutions help streamline incident management and problem management. Most importantly when you work with the RightAnswers team you're working with certified ITIL experts who can ensure compliance with your IT support objectives.

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Learn how effectively our products integrate with your service desk.

RightAnswers product suite has been built to interface seamlessly with your service desk platform at both the analyst and end user levels. This is accomplished by utilizing native connections through available business APIs, direct database integration or email-based integration.

The interfaces that are used are optimized for Self-Service ticketing and status updates as well as Support Analyst research and links from knowledge articles to incidents. Our ability to work with any ticketing system ensures that your investment in knowledge stays with you even if you change helpdesk vendors.

For a demonstration of how we can integrate with your service desk please contact us.

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If your support is outsourced, discover how we can help you.

Even if your support is outsourced we can help lower your costs and improve your retention of knowledge. In an outsourced environment there is a need for a world-class knowledge system to effectively link the help desk to the customers specialized needs. The RightAnswers solution will also help insulate from lapses in service levels due to turn-over and related training needs.

RightAnswers partners with many outsourcers that have embraced knowledge to streamline their operations. Since our solution reduces the volume of end user support calls submitted to the outsourced help desk you can eliminate unnecessary support calls.

The addition of the RightAnswers solution also helps the outsourced support analysts reduce the time to resolve a call by providing more information that is unique to your company. In addition, your organization owns the knowledge allowing you to retain a centralized knowledge base of IT intellectual property.

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