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Knoah enables a leading sales intelligence services provider to improve and expand its core database

The Problem:

In order to provide ongoing value to its paying subscribers, the client needs to continually update, verify and increase its existing prospect database offered to those subscribers.They were looking for a flexible, cost effective offshore service provider who could validate the existing contacts database and also create and maintain an improved database of key
decision makers from major IT companies. An effective partner would need to have strong technical skills, good research skills and effective writing skills to summarize specialized content provided along with the contact info. After an extensive search for a company that could provide all these diverse requirements, Knoah was selected as the best option.

The Solution:

After quickly understanding the range of skills and process flows needed to do market research and deliver a robust database by observing and modeling their existing US based team, Knoah was able to put in place a comprehensive plan to deploy people, processes, and project management to insure highly productive and high quality results. Specifically:

  • Knoah was able to source and hire experienced candidates that carried an understanding of knowledge management, content creation and research with excellent writing skills.
  • Knoah formulated a rigorous training methodology customized to the client’s objectives, covering business communications, knowledge of the client’s product and general industry knowledge. The training was continuous and recursive to ensure excellence in operations over the long term.
  • Knoah’s research team built a workflow to both maintain the relevance of existing contacts that require continual update and add new contacts to the database. Using in-house developed tools, our researchers were able to find any special mentions like mergers and acquisitions, company changes or major events that add value to the product for the client’s subscribers.
  • Workflows also documented how the profiles of key executives would be verified and updated and in addition determined what kind of company databases would be needed for company verification.

Results:

Knoah aligned its delivery mechanism to the client’s needs by quickly modeling their existing onshore efforts, and successfully delivered a robust and result-oriented research methodology. During this project, Knoah demonstrated its ability to:

  • Constantly update professional information through checks and validation
  • Continuously identify key professionals by tracing organization charts across various professional and social networking websites
  • Stay updated about information around key mergers and acquisitions
  • Deliver and create customized research reports for any specific request received from the end customer
  • Free up client’s internal onshore resources to focus more on higher value activities like revising and refining their processes while Knoah handled the database validation and updating work
  • Knoah was able to reduce the cycle time in verifying the contacts form 3 months to 45 days.
  • Enable the client to take on an entirely new area of research that has led to significant growth in their subscriber base in a new vertical

Conclusion:

The engagement required Knoah to be responsive and adaptive to client-driven business needs in a back office, research oriented process. Knoah’s ability to customize its delivery process to meet client’s requirement on multiple fronts – skilled team, technology, research ability, content creation practices, training in assignment-specific skill sets helped the entire program to move up the value chain in terms of improved database and processes. The client was then able to utilize its internal resources to focus on high end assignments thereby leading to increase in overall effectiveness of its services.

 
Client
A leading sales intelligence and prospect targeting application provider whose services enable IT and marketing vendors to find prospects across various companies, and provide deeper intelligence information about the organization’s needs to facilitate more effective lead generation.
 
Industry Vertical
Information Technology and Services / Market Research / Intelligence
 
Knoah’s Service Offering/Channel
Database verification and validation services (phone and web research) and profile content creation
 
 


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Events

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  • ccw-new-logo

    CCW

    17th Annual Call Center Week 2016
    (Conference + Expo)
    June 27 - July 01, 2016
    The Mirage, Las Vegas, Nevada

    • The Evolution Of Chat: A Case Study

      Abstract:Knoah & our Consumer Electronics client will share its journey in developing its chat channel from a several person exploratory pilot to handling over 2.5 million chats per year today.
      This presentation will discuss a variety of methods our client uses to promote and deliver a cost effective and high CSAT service and support capability with Chat. Knoah Solutions, will share its best practices in managing the chat agent population.