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Knowlix Adds 31 New Customers in One Month.
DRAPER, UT-August 17, 1999-Knowlix Corporation today announced that it signed 31 new customers last month-the equivalent of a customer a day. This surpasses the company's previous sales record for a given month and indicates the continued growth of the knowledge management trend within the support industry. Customers adding a Knowlix solution to their support operation during the month included Canon USA, Inc., the U.S. Department of Energy, Pepperdine University, Contour Software, and the City of Denver."At Canon USA, we consider ourselves battle-scarred veterans in the area of knowledge management," said Brian Wrage, manager of systems technical support at Canon. "We've purchased and installed a number of complicated knowledge systems over the years. Of all the solutions we've either implemented or evaluated, Knowlix has the right balance of sophistication and usability. In short, it works."
Like Canon, other companies have embraced Knowlix's pragmatic approach to knowledge management in reaction to complex systems that can take months to implement and significant resources to maintain. Help desk managers indicate that ease of maintenance is paramount to widespread adoption of a knowledge system by their support teams.
"We implemented a knowledge management system to help us increase first time call resolution and preserve the knowledge we were losing when employees left the support center," said Sharlene Locke, technical support manager at Contour Software. "We chose a Knowlix solution because it was simple for our technicians to use, and yet powerful enough for our large support operation. And the knowledge system makes our technicians' jobs easier so they stay more satisfied in their positions."
"Customers are finding it illogical to invest in complex technology in order to make their support lives simpler," said Paul Ahlstrom, President and CEO of Knowlix Corporation. "That's why more companies are implementing knowledge management solutions from Knowlix. Our systems are simple to administer, and they work out of the box as promised. No surprises."
Besides the growth of Knowlix, another adoption indicator for the knowledge management industry emerged at Remedy's annual user group conference last month. During the event, 44% of attendees indicated they planned to integrate a knowledge management solution with their existing Remedy® AR System™ in the next 12 months.
"To date, many support centers have installed support management solutions and seen tremendous efficiency gains," said Ivy Meadors, president of High Tech High Touch Solutions, an industry consultancy. "However these same support teams are realizing certain efficiencies-like improving first call resolution-can only be achieved using a knowledge management system. That's why support centers are now integrating knowledge management solutions into their operations in record numbers."
The Knowlix product line includes iKnow™ software for searching and capturing support knowledge, iKnowAuthor™ for editing and refining new support knowledge, iKnowWeb™ for providing users with self-help options over the Web, and iKnowBuilder™ for converting legacy data from a variety of file formats into a usable knowledgebase.
About Knowlix Corporation
Knowlix is a leading provider of complete end-to-end knowledge management solutions for help desks and customer support centers. The iKnow™ family of software products integrates with popular call management systems so support technicians can find answers to customer questions and capture new knowledge without leaving their workflow. And iKnow software lets users access multiple knowledgebases at once and search prepackaged knowledgebases from content providers like ServiceWare. Knowlix customers include Autodesk, Canon, Energizer, Lockheed-Martin, Unisys, GTE, Kronos, Franklin Covey, Tiffany & Co., and others. For information, visit www.knowlix.com or call 800-733-2019.
Knowlix, Knowlix Corporation, iKnow, iKnowAuthor and iKnowBuilder are trademarks of Knowlix Corporation. All other companies products or services are trademarks or registered trademarks of their respective owners.
Editorial Contact:
Bruce Law
Knowlix
(801) 924-6124
blaw@knowlix.com
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