Great customer support is both a journey, and a destination.

Every Customer Support program needs a clear path to success

Irrevo's Support Path™ methodology is designed to help you plan, build, launch, and optimize the support program your customers will love. Whether you're transforming an existing support ecosystem or building it from scratch, our expert strategists, analysts, content creators, and subject matter experts can help you every step of the way.

We know that everyone is in a different place on their journey. To help our experts pinpoint where you are, identify any missed steps, and give you the guidance you need to keep on track, we've created the KM Path Program Maturity Analysis.

Irrevo's KM Path methodology

Phase 1
KM Innovation

During the KM Innovation Phase, Irrevo works with key stakeholders to collaboratively build the program vision and goals, then to design the strategic roadmap to take you from idea to implementation to long-term growth and optimization.

Importance
The analysis, discussions, and decisions in this stage are essential for effective planning that aligns interests while preventing missed opportunities, repeated steps, and misunderstandings down the road.

Objective
Upon completion of this phase you'll have the information, insights, and support you need to start designing the knowledge management ecosystem.

Deliverables

KM Strategic Framework:

  • Vision, Goals, and Strategy
  • Landscape Analysis
  • Opportunities and Priorities
  • High-Level Scoping
  • Leadership Structure

Irrevo Services

To kickoff the KM Innovation Phase, we start with a series of on-site stakeholder workshops facilitated by an Irrevo Knowledge Strategist. In these sessions we take the team through a methodical exploration of the company's knowledge management program and help establish a shared vocabulary, vision, and goals.

Following-up on the in-person workshops, we remotely coordinate discussion and decisions to fully develop the structure and commitment needed to successfully build the program.

KM Consulting:

  • Knowledge Management Strategic Planning
  • Operational Review
  • Landscape Analysis
  • Content Audit and Usability Analysis

KM Business Process Outsourcing (BPO):

  • Knowledge Strategist

Experts On-Demand:

  • Data Analyst

KM Training:

  • KCS Fundamentals
  • Planning for Technology Transition
  • Making Measurements Valuable
  • Delivering Operational Efficiencies: Trends in the KM Industry

KM Guided Working Sessions:

  • KCS Readiness
  • Driving Customer Self-Service Adoption Customer
  • Journey Mapping/Customer Experience Tuning

Phase 2
Architecture Design

In this phase we establish the internal KM Architecture Team and design the knowledge program at a strategic level. As part of this process we also define how the the program will work across the company and develop detailed budget, scope, staffing requirements, KPIs, and timeline, and select the technologies necessary to enact the plan.

Importance
By designing your KM Architecture at this early stage you can incorporate all stakeholders requirements, identify and prepare for the challenges ahead, and limit scope creep.

Objective
Upon completion of this phase you will have a clear and practical Knowledge Program plan that's designed to win executive support.

Deliverables

Strategic KM Design Architecture Summary:

  • KM Ecosystem Map
  • Success Metrics
  • Budget, Scope, Staff
  • Technology Review and Selection
  • Prioritized Implementation Plan

Irrevo Services

After completing the KM Strategic Framework we initiate a new series of onsite workshops. Led by an Irrevo Knowledge Strategist, key stakeholders come together to make critical decisions about the major aspects of the program and how it will be integrated throughout the company as a whole. And to finalize the design of the KM architecture, we proceed remotely to ensure all important details are fully address and incorporated in the plan.

KM Consulting:

  • Knowledge Management Operational Design and Strategy
  • Resource Competency Mapping and Capacity Analysis
  • Business Requirements, RFPs, and Vendor Selection
  • Technology Selection
  • Analytics and Measurement Strategy
  • Scoping and Prioritization
  • Project Planning

KM Business Process Outsourcing (BPO):

  • Knowledge Strategist
  • Knowledge Manager
  • Project Management

KM Training:

  • Picking the Right Technology Solution: Functionality Requirements Gathering

KM Guided Working Sessions:

  • KCS Design
  • Change Management Planning

Phase 3
Executive Support

With plan in hand, the next critical step is to build support with key executives and secure their commitment to the success of the project. To this end, we work as part of your team to create the internal communications strategy and presentation materials, and to deliver the message to key stakeholders throughout your company.

Importance
For a project of this scale, securing executive support is one of the biggest challenges you will face. It's also absolutely essential to ensure that you have what you need for the road ahead.

Objective
With a clear plan and committed executives, you will be ready to build the new Knowledge Program itself.

Deliverables

Executive Support Plan and Presentations:

  • Communications Strategy and Plan
  • Executive Summary Presentation
  • KM operational Structure Diagram
  • Technology Plan and Options
  • Assumptions and Risks
  • Budget, Scope, and Resourcing
  • Success Measures Strategies
  • Implementation Plan

Irrevo Services

During this phase, an Irrevo Knowledge Strategist will work closely with you to create the communications plan necessary for company leaders to understand the proposed program, why it's necessary, and the impacts it will have both internally and externally.

We will also collaboratively develop the necessary materials and help secure support by participating in live presentations and one-on-one discussions with stakeholders.

KM Consulting:

  • Executive Sponsorship Strategy, Planning, and Support

KM Business Process Outsourcing (BPO):

  • Knowledge Strategist
  • Knowledge Manager

KM Guided Working Sessions:

  • Securing Executive Support

Phase 4
Build and Test

Having secured the support you need to go the distance, it's time to officially kickoff the project. After establishing the necessary teams, roles and responsibilities, we build the essential processes, style guides, content standards, governance models, and metrics. We also setup the selected technologies and onboard necessary vendors.

Importance
Effective knowledge programs are complex systems with a lot of moving parts. By fully building out and rigorously testing your knowledge program, you ensure that it works well, right from the start.

Objective
Upon completion of this phase, the infrastructure of your knowledge program will be up and running and ready to be populated with content.

Deliverables

KM Program Design:

  • Operational Model
  • Information Architecture
  • Process and Workflows
  • Implementation Project Plan
  • Governance Models
  • Reporting Requirements

Implementation Support:

  • KM Roles and Responsibilities
  • Content Standards, Style Guides, Templates and Design
  • Team Training

Content Migration:

  • Content Migration Plan
  • Test Plans

Irrevo Services

During this phase, an Irrevo Knowledge Strategist works with your team to create, manage, and execute the full KM program build plan and help ensure that the project is completed on time and on budget.

KM Consulting:

  • Process and Governance Design
  • Standards Development
  • Authoring Workflows
  • Taxonomy Design

KM Business Process Outsourcing (BPO):

  • Knowledge Strategist
  • Knowledge Manager
  • Knowledge Engineer

KM Training:

  • KCS Coach Workshop
  • Authoring Content for Usability
  • Organizing your Content for Findability (Taxonomy)

KM Guided Working Sessions:

  • Style Guide Creation
  • Content Template Design
  • Taxonomy Creation
  • Content Types/Definition
  • Authoring Process
  • Planning for Content Migration and Clean-Up
  • Change Management Planning
  • KM Workflow Design
  • Content Governance Design

Phase 5
Launch

With your KM infrastructure built and tested, it's time to get your system ready for the world. In this phase we work closely with your team to successfully migrate necessary content from the existing knowledge base, and train team members on updating and creating new content.

Importance
By carefully managing how content is migrated and how new content is created and maintained, you can ensure that your knowledge program not only runs smoothly, but also delivers an outstanding end-user experience.

Objective
Upon completion of this phase, all the components will be implemented and running smoothly and you'll be ready to start building and sustaining momentum, both internally and externally.

Deliverables

Content:

  • Content Migration
  • Pre- and Post-Migration Cleanup
  • Content Creation

Adoption:

  • Early Adopter Pilot
  • Communications Planning and Execution
  • End User Training

Irrevo Services

With months of planning and preparation coming together all at once, the Launch phase is often an intense and stressful time. To help you handle anything that comes your way, Irrevo offers a comprehensive suite of services including:

KM Consulting:

  • Migration Planning
  • Project Management
  • Content Migration
  • Change Management Coordination

KM Business Process Outsourcing (BPO):

  • Knowledge Strategist
  • Knowledge Manager
  • Knowledge Engineers

KM Training:

  • How to Lead a Successful Content Migration
  • Knowledge Capture and Creation
  • Writing and Editing Skills
  • Intro to KCS

KM Guided Working Sessions:

  • Planning for Content Migration and Optimization

Phase 6
Optimize

After your KM program is launched, the heavy lifting is done but what comes next will make the difference between success or failure of your Knowledge Program.

Importance
The best KM programs become an integral part of a company's day-to-day operations and a vital component of the customer experience, but without proper maintenance, your program could quickly stagnate.

Objective
At every step of the way, we're here to help you continually improve and strengthen your Knowledge Program with ongoing KPI reporting, system optimization, team training, staff augmentation, and rapid response services.

Deliverables

Program Optimization:

  • Content and Search Analytics and Optimization
  • Long Term Operational Support
  • Knowledge Program Adoption Campaigns

Irrevo Services

After your KM program is up and running, it is essential to shift focus to the program's long term growth and development. With services designed to help you continuously measure, improve, and adapt, Irrevo can help ensure the success of your knowledge program for years to come.

KM Consulting:

  • Quarterly Check-Up Service
  • Project Management
  • Usage Analysis and Optimization
  • Rapid Response Rescue Services

KM Business Process Outsourcing (BPO):

  • Knowledge Strategist
  • Knowledge Manager
  • Knowledge Engineers

Experts On-Demand:

  • Technical Writers
  • Data Analysts
  • SEO Specialists
  • Training and Communication Specialists

KM Training:

  • Knowledge Capture and Creation
  • Writing and Editing Skills
  • Search Fundamentals and Optimization

KM Guided Working Sessions:

  • Knowledge and Search Optimization
  • KCS Evolve Loop Design

Take action

Get yourself a Support Path™ Analysis

Find out how your knowledge program measures up. The Irrevo Support Path™ Program Maturity Analysis is designed to quickly and accurately assess the health of your program based on industry-leading best practices, and clearly define the steps necessary to achieve your program vision and goals.

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