Let's see if they use it now: "eKnowledge Infrastructure Enables AUDI Employees to Answer Customer..
 

Copyright 2001 Business Wire, Inc.
Business Wire


December 17, 2001, Monday 08:02 AM Eastern Time

DISTRIBUTION: Business Editors

LENGTH: 762 words

HEADLINE: AUDI Licenses Hyperwave's Collaborative Knowledge Management System

DATELINE: BOSTON, Dec. 17, 2001

BODY:
eKnowledge Infrastructure Enables AUDI Employees to Answer Customer Queries Using Comprehensive Knowledge Database

Hyperwave Information Management, Inc. today announced that AUDI has licensed its eKnowledge Infrastructure collaborative knowledge management system for the AUDI AG Customer Care Centre.

As a result, employees can now answer customer queries using a new, comprehensive and always up-to-date knowledge database called @sk!. Hyperwave provides the core technology behind @sk!, which has been tailored to the specific requirements of the AUDI Customer Care Centre.

The eKnowledge Infrastructure is Hyperwave's suite of modular, collaborative knowledge management systems integrating content and document management, information access, work in process management, collaboration and e-learning capabilities. Each module can be used individually or together, providing organizations with a flexible information management environment that can be scaled to their requirements. The eKnowledge Infrastructure provides a comprehensive environment for the publication, organization and dissemination of information to support the entire lifecycle of knowledge within an organization. Using @ask!, AUDI employees can respond to customer queries faster and more efficiently. In the long term, this means lower costs for the automobile manufacturer due to shorter processing times and better service for customers and prospects.

Information previously stored locally within the call center and customer correspondence departments drove efforts to improve information management at AUDI. In addition, the volume of daily customer contacts in the Customer Care Centre is constantly increasing, so an efficient data supply for relevant employees has become indispensable. As part of AUDI's customer relationship management strategy, information management has been introduced and prioritized. The previously separate information is now integrated and networked in a uniform knowledge base.

The new information platform, @sk!, specifically meets these demands and provides better service quality. The user-friendly system allows employees to easily adapt the portal to individual needs. Users can select and expand a desired document/file structure from the general view of all information types. Multiple portal pages are served with relevant and up-to-date information in accordance with the role-based profile of their users. The system is flexible and, importantly, "File not found" errors are eliminated.

Currently, the data inventory in @sk! encompasses 8,000 documents. Content includes customer service information, technical vehicle specifications, sales manuals and press and marketing documents.

The knowledge system platform is constantly being improved and expanded to accommodate individual user groups. Currently, only the Customer Care division benefits from this technology, although, in the future, other departments inside and outside of Germany will be allowed to use the system. AUDI customers will profit from improved information management, and excerpts from the knowledge platform will be posted on the Internet in FAQ formats.

About Hyperwave (http://www.hyperwave.com)

Founded in 1997, Hyperwave is a global company that provides collaborative knowledge management solutions to organizations so they can create and access information anywhere in the extended enterprise and deliver it to employees, customers and partners. Unlike point solutions, the Hyperwave eKnowledge Infrastructure is a broad, integrated knowledge management/e-learning product suite that includes content and document management, search and retrieval, workflow, collaboration and e-learning applications. It also includes a portal product, providing a single personalized point of access to all information, integrating with other systems and enabling collaboration on projects.

Applications can be implemented as individual or multiple solutions. Moreover, Hyperwave products are highly cost effective with a proven international customer track record. Hyperwave has its headquarters in Germany with North American headquarters outside of Boston. It also has offices in New York, the U.K. and France, and an R&D center in Austria. Among its customers are BMW, DaimlerChrysler, McCann-Erickson, MetLife, European Commission, Havas Advertising, Bank Austria/Creditanstalt Group, Universal Music, Siemens and the U.S. Department of Defense.

All companies and products listed herein are trademarks or registered trademarks of their respective holders. CONTACT: Hyperwave Information Management, Inc.
Chris Gregoire, 978/392-4235
chris.gregoire@hyperwave.com
or
George Cohen Communications
George Cohen, 617/325-0011
george@gccpr.com URL: http://www.businesswire.com

LOAD-DATE: December 17, 2001

Let's call about a fuel sending unit complaint and see what happens.

I can hear it now. Sorry Mr. Lindenfeld, I asked Jeeves and he says he doesn't know.
 

Anyway, it won't apply to us, the article is written in British! :)

"I'm sorry Mr. Meyes, Jeeves doesn't know." would you like a free Boutique catalog?

Now they have a database of reasons/excuses to void your warranty!

Yes. Please send one of those nifty catalogs! I'm so sorry I troubled you w/ that car problem.

Ha! "Umm, sir, I can't find anything about a 'DV' in the database, but your warranty is voided."
 

Oh, like this will help -- merely another excuse for insipid customer service.

Sorry, that voids your warranty.....

Gee, "Mr." Creighton, we don't have you in our system as owning a TT.

Ah ha! So this is why I'm listed as owning a Neiman-Marcus Coupe, eh?