GE Healthcare: Leveraging Expert Knowledge and Web Self-service to Solve Complex Support Problems

Overview

While the concept behind "self-service" is well intentioned and offers extensive positive economic and service level opportunities, customer and technical support managers must choose the solutions that will best serve their customers, fit in their current architecture and provide the ROI to justify the cost.

This case study:

• Demonstrates how organizations can apply best practices using "self-service" to achieve corporate objectives, optimize workforce resources, improve customer satisfaction and reduce costs.
• How GE Healthcare leverages best practices to address mission-critical customer queries for healthcare institutions such as hospitals.

GE Healthcare aims to resolve each problem once. The Kaidara knowledgebase system intelligently integrates and structures internal content, external support content, and captures new knowledge as new issues arise.