DATASHEET
APTEAN ANALYTICS
WHAT IT IS
WHY YOU NEED IT
Measure twice, cut once. The old adage is sound advice if you’re
Aptean Analytics are designed to meet the needs of today’s busy
with the cast of This Old House—it saves headaches, keeping
and complex service and support operations, offering flexibility
the project on time and on budget. The same holds true when it
and scalability that has never been available before:
comes to measuring your service and support initiatives.
• Analyze and compare data over long periods of time—after
Sizing up those metrics used to be a pretty cut-and-dry process.
all knowledge programs grow and evolve over the years, not
We knew that shorter hold times are better; higher abandonment
months.
rates are worse. Unfortunately, it’s no longer as easy as getting out
the tape measure. Today’s customers expect a superior customer
experience through a mix of support channels like self-service,
chat, forums and the traditional phone call.
More advanced tools are needed to measure our efforts. Powered
by QlikView business intelligence software from QlikTech, Aptean
Analytics is a visual, intuitive set of tools with predefined rolebased reports built on cutting edge technology. They solve the
problems of old school OLAP cube-based reporting which was
limited and slow. And they solve newer problems associated
with reporting consistently across multiple service and support
channels.
Aptean Analytics help you answer pressing business questions that
will help you drive to the truth about your service levels, like:
• Who is creating value in the knowledgebase and where are
the gaps?
• What’s the highest value product improvement we can
make?
• How can we tune our customer experience to better resolve
issues?
• How effectively are service and support staff closing cases?
Does their escalation rate meet expectations? How well are
they meeting their service-level agreements (SLAs)?
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• Process large amounts of data without bringing the system
to its knees.
• Measure cases and knowledge together—analytics are
designed to answer business questions, not just report on
the activities that took place in any one particular technology
silo.
• Meet end user expectations—by providing an intelligent,
visually rich interface.
2
APTEAN ANALYTICS
WHAT IT DOES
In-memory analytical processing—allows you to analyze large
data volumes on the fly so that it becomes possible to look at data
across long periods of time.
Associative data model—people think in non-linear paths
by building associations, and so do our analytics. This logical
approach connects a wide range of data sources efficiently and
gives us faster access to data.
Prebuilt high-value reports across three areas—Authoring,
Knowledge and Success analysis.
Flexibility to create custom reports—report formulas and
calculations are exposed and can be easily modified to suit
individual needs and without the need for technical expertise.
Visually interactive interface—Drives user adoption and
“
Knowledge-Centered Support is
a proven practice for capturing,
improving, and taking advantage
of knowledge with each customer
contact. The list of support
organizations implementing KCS
continues to increase, as does the
success they accrue by making their
staff more efficient, their self-service
more effective, and their customers
more successful.
“
DATASHEET
David Kay
Leading Knowledge Management Consultant, Co-author of
Collective Wisdom: Transforming Support with Knowledge
increases usability across multiple roles in the organization.
MORE ON APTEAN
ANALYTICS
Aptean Analytics’ associative in-memory technology brings fast
results and better decision-making through a series of rolebased pre-defined dashboards designed to help line managers,
operations analysts, knowledge program managers and website
owners do their jobs more effectively.
Knowledge program managers need to understand the health of
the knowledgebase and the processes that keep it continually
renewed and up-to-date. And self-service website owners need
analytics that will help them continuously improve the customer
experience, online resolution rates, and call deflection.
For each of these users, Aptean provides role-specific dashboards
that analyze critical areas such as workflow status, knowledge
effectiveness, contributor productivity, and much more.
Line managers need to understand how well their team
members are executing their knowledge and case management
processes, and what value they’re creating in the knowledgebase.
More than 9,000 customers around the world rely on us to give them a competitive edge. By providing innovative,
industry-driven enterprise application software, Aptean helps businesses to satisfy their customers, operate most efficiently,
and stay at the forefront of their industry.
For more information, visit: www.aptean.com
www.aptean.com
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