Evotor has simplified access to corporate information thanks to Naumen KMS

2022: Implementation of the Knowledge Management System

IT company Evotor has implemented the Naumen Knowledge Management System (Naumen KMS). The knowledge base helps contact center employees quickly navigate corporate materials - quickly find a specific answer to a client's question. This was announced on December 22, 2022 in the Naumen group of companies.

Based on Naumen KMS, Evotor created a single source of knowledge with a modern search system and personalized notification feed. The solution made access to corporate information easier and content easier to handle. For three months of use of the product, Evotor increased user satisfaction (CSI) with technical support by 10%.

"With the implementation of Naumen KMS, we have been able to improve service processes. The number of operator errors and the time to search for the necessary information have decreased. As a result - a decrease in ANT, an increase in user satisfaction (CSI) and a general increase in the level of technical support service, "said Alexander Rastorguev, director of technical support and service" Evotor. "

The Naumen KMS solution allows Evotor to build turn-based interactive scripts. With their help, the speed of service increases, the best practices of dialogue with the client are scaled, and new employees get into work faster. The knowledge base includes information on a wide pool of topics - from the lack of a network in the terminal to errors when paying with a card. A well-thought-out structure and the presence of filters allow you to quickly find the information you need in two ways: through the search bar and directly in folders with content.

"In Evotor, the Naumen KMS system is deployed on a secure cloud infrastructure. This gives the company flexibility in applying the product: additional users can be connected to the knowledge base at any time, for example, new employees who are just going to work, "commented Alexey Zobnin, head of KMS&LMS at Naumen.