Converting customer data into customer information and then to customer knowledge is a very difficult and critical task for effective customer service support. At Faisy Solution there are two plans to the way we look at knowledge management:

• Providing "right information" to the customer
• Using customer knowledge to "treat customers right"

The process of knowledge acquisition begins with Faisy Solution appointing a program manager to work on a customer project. Each project goes through an elaborate transitioning process driven by the Program Manager.

The deliverables from a transitioning program are as follows :

• Understand the customer's attributes, vision, mission and Consumer profile.
• Imbibe the culture of the customer's organization so that Faisy Solution functions as a seamless extension of the client's customer Service group.
• Design of workflow to access client's OLTP (Online transaction Processing) systems and operationalize customer response; in parallel, establish processes for reporting and escalation.
• Imbibe "Best Practices" from the customer The program management team works closely with the client's customer service team to evolve a list of exhaustive FAQs after studying email archives, reviewing underlying business processes and conducting extended discussions with the customer service team.

The delivery team is trained and  thus equipped to "answer the question right". Our team gets involved in data mining based on past customer queries and eCommerce transactions carried out by the customer. This enables them to access customer history databases to provide customized responses to individual customers. In addition, special escalation channels can be defined for specific customers or queries based on empirical records. Over the time this leads to creation of robust customer and query databases, which can be used to design marketing programs, drive product development efforts, update FAQs and enhance productivity and quality of the customer response team. This provides the basis for customized interaction with customers.