Financial self help

Wausau Financial Systems (WFS) is getting some knowledge-powered help with its customer support initiatives.

WFS, which provides transaction-processing applications for companies of all sizes, was interested in a solution that would decrease customer downtime, improve the productivity of call center agents and reduce internal operational costs.

"Our number-one goal is to provide our customers the best service and attention possible," says Tom Nohelty, executive VP of operations at WFS. "We needed a tool and process that was more than just another Web knowledge retrieval tool."

Wausau Financial Services was drawn to the knowledge reuse features of ServiceWare's self-learning and self-organizing technology and chose its Enterprise solution.

Says Nohelty, "ServiceWare's Cognitive Processor technology and its ability to consolidate, share and distribute our associates' extensive product and industry knowledge will allow us to improve our already industry-leading support and professional services."

WFS, which supports its worldwide customers with 24-hour customer service, also plans to roll out ServiceWare Agent, the company's agent-facing application. Customers will have access to Web-based self-help through ServiceWare Self-Service.

"We believe the solutions will improve our response and problem resolution times, which in turn will reduce our customers' costly downtime while controlling our cost of delivery," Nohelty adds.