Yaskawa America Selects Aptean’s Knowledge Management Platform to Enhance Customer Service

Aptean, a global leader in enterprise application software (EAS), will provide Yaskawa America, Inc. with Knova, a knowledge management (KM) solution that will enable Yaskawa to quickly and cost effectively resolve customer service issues. Knova is ideal for large customer service and support organizations like Yaskawa that process complex queries across multiple channels. 

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“In our high-tech, fast-paced environment, we looked for a best-of-breed platform that facilitated quick knowledge creation and which could be easily understood by both our internal technical team and our customers to resolve issues faster and more effectively,’ said Cris Franco, technical call center manager for Yaskawa. “We also needed a KM solution that would provide tight integration with our current CRM system and would adapt to our existing call flow.”

Yaskawa selected Knova to create a more adaptable and personalized experience –one which provides not just answers, but resolutions. In addition to a patented adaptive search, Knova enables a personalized search process, with “Resolution Wizards” designed to guide Yaskawa users to key research and next steps based on the context of their query. At the same time,

the application’s in-memory analytics platform combines with an intuitive administrative interface to help Yaskawa identify knowledge gaps quickly and allow them to implement improvements in minutes, not months.

“While many solutions required either extensive customization of the KM platform or adaptation of our call flow, Knova provided this capability out of the box, adapting to our process instead of us to theirs, added Cris Franco. “Additionally, Knova’s powerful ‘Knowledge Instantiation’ feature automates the process of creating the metadata required for a dynamic search experience – something most solutions require to be performed manually. We needed our solution to hit the ground running, and that’s exactly what Knova will do for us.”

“Aptean is committed to providing a platform for knowledge management that can integrate with any system, fostering an environment of intelligence and customer-centricity across the organization,’’ said Duane George, director of product management, Aptean.

About Yaskawa America, Inc. Drives & Motion Division

Yaskawa America, Inc. is a U.S. corporation, created to provide Automation Solutions and Support to our customers in North America, Central America, and South America. Yaskawa is the world’s largest manufacturer of AC Inverter Drives, Servo and Motion Control, and Robotics Automation Systems. Products are marketed through direct sales, partners, representatives, dealers, and distributors. Yaskawa America, Inc. – Drives & Motion Division is a wholly-owned corporation of Yaskawa Electric Corporation of Japan. Since 1915, Yaskawa Electric has served the world needs for products to improve global productivity through Automation. This website is designed to support Yaskawa customers in the Americas.

About Aptean

Aptean, a global leader in enterprise application software (EAS), gives businesses of all sizes a competitive edge. We empower people and businesses with end-to-end, industry-specific solutions to address complex business challenges more effectively. Our software applications and professional business services enable more than 5,000 customers to more successfully manage their businesses. Software built specifically for our target markets, aligned with deep knowledge across vertical industries, allows businesses to satisfy their customers, operate more efficiently, and stay at the forefront of their industries.

For more information, visit www.aptean.com.