Overview
	Architecture

Overview

In today's hyper competitive business environment every company needs to redefine its customer support.  These days excellent customer support is considered a key differentiator that profoundly affects customers' buying decisions.  A company with an unsatisfying customer support will inadvertently give business advantages to its competitors if company fails to optimize its customer support.    

K-Bridge Case Management System^® is a web based software system that helps manage the customer support cases from case logging to case closure for any industry vertical.  It helps create customer case workflow between Customer Support Agents that are part of one or more geographically dispersed Customer Support Centers and back-end office operations personnel (such as product divisions, field divisions, sales & marketing divisions, etc).  K-Bridge Case Management System^® also provides ability to attach one or more files of any format with a case.  It also provides ability to associate and disassociate cases with each other.  Call Center Agent can create parent-children relationship by associating two or more cases with each other.  Call Center Agent can close parent case, only if all the children cases are closed or voided.  K-Bridge Case Management System^® also provides ability to search and share previously closed cases between the Customer Support Agents.  This helps Customer Support Agents leverage the work done by other agents as reference information and/or best practices.

Besides case management and search features, K-Bridge Case Management System^® also provides ability to track the case modification history, solution history, and case status.  It also provides ability to create new case types and case queues to better manage the case workflow within the Customer Support Centers. 

K-Bridge Case Management System^®  easily integrates with any existing voice activated phone system and internet web site so that customer can interact with the Customer Support Center in any flexible way.  Advanced telecommunication technology has enabled people to do interaction in a very efficient way. It makes time and geographical limitation become an insignificant factor in today's business operation. Today increasing number of people leverage the latest sophisticated telecommunication facilities such as telephone, mobile/cellular, and Internet.

Integrating K-Bridge Case Management System^® with existing voice activated phone system provides Customer Support Agent interact with customer more knowledgeably.  For example, prior to talking to Customer Support Agent can find out: what is customer's name if customer has logged prior cases, what are customer's currently open cases and what are their details, whether customer is a premium customer, etc.  When K-Bridge Case Management System^® is integrated with organization's web site, features such as e-Support over the web can be provided from organization's web site.

K-Bridge Case Management System^® also provides various reports to find out the quality and performance of Customer Support Center.  This capability provides the Customer Support Center managers tools to improve the performance of their organization.

Architecture

As shown in the figure, K-Bridge Case Management System^® (KCMS) is made up of two different sub-systems.  They are: (1) K-Bridge Resource Information System, (2) K-Bridge Case Management System^®.  Functions of these subsystems are described in the following sections.

Please note that K-Bridge Inc. provides K-Bridge Information System^® (KBIS) and K-Bridge Portal Enabler System^® (KBPE) along with the deployment of K-Bridge Case Management System^®.  If organization has previous installations of KBIS and KBPE, they can be leveraged to deploy the K-Bridge Case Management System^®.  KBIS provides ready-to-use information management system features and KBPE provides customizable portal and secure access to the users.

K-Bridge Resource Information System^®

This is a web based system that helps organization manage its Customer Support Center resources.  It provides ability to add, modify, deactivate, and remove Customer Support Center resource information through easy to user interface.  It also provides ability to manage resource skills & competencies, internal and external organization locations, organization structure, salary structure, designations, and country information.  Upon deployment, K-Bridge Resource Information System^® also provides directory of Customer Support Center resources in the organization.

K-Bridge Case Management System®

This is a core system that provides all the features of Customer Support Operation.  Most of the feature are already described in the overview section.