KnowledgeSync helps your sales staff by:

• Identifying prospects who have not been contacted within a specified period, alerting the appropriate salesperson and scheduling a follow-up phone call in your CRM application
• Monitoring open opportunities to see if an opportunity has had its amount, probability or forecast close date changed — and notifying the appropriate people about these changes
• Taking incoming leads via email or your website and loading them into your CRM database and scheduling follow-up tasks
• Linking a client record in your CRM application with the corresponding record in your Accounting application to make sure the client is not delinquent in their payments
• Performing "Exception Management" to monitor the integrity of your CRM data and alert your staff to incomplete records and erroneous or invalid data.

There is no disputing that KnowledgeSync offers two areas of benefit to an organization using a Financial application. First, KnowledgeSync automates key processes, such as generating and delivering order confirmations, invoices, picking lists and purchase orders.

Second is KnowledgeSync's ability to monitor financial data—and make sure that you are getting paid and are paying for—the transactions that are the life-blood of your organization.

Consider how KnowledgeSync can:

• Automatically generate—and then email, fax, or otherwise deliver—an invoice in PDF or HTML format whenever a new order is placed
• Identify items nearing their re-order level, generate a purchase order, and deliver that to the appropriate vendor
• Detect when a client has overdue receivables, send them a statement, notify their sales rep, and schedule a phone call with that customer
• Spot problems in financial data, such as duplicate orders, unapproved discounts, pricing errors or stock that will have to be written off
• Combine data from financial and sales systems, detect potential credit risks and move critical information from one application to the other.

Most people don't associate "alerts" with "marketing"—but if an "alert" is the ability to deliver needed information to the right people at the right time, how different is that from the goals of a successful marketing campaign?

Successful marketing depends on knowing and targeting your audience, presenting them with a compelling offer, and delivering it to them at the most appropriate time. In other words, a combination of data mining, relevant messaging and real-time delivery. And that's what KnowledgeSync can do:

• Monitor your client-centric systems (such as sales and finance) for trends or other key performance indicators that identify a client as a good prospect
• Deliver compelling offers to them via email, fax, or other communication methods when the trends or KPIs become apparent—and not days or weeks later.
• Update sales records with email replies from interested prospects
• Track campaign response rates (generate analytical reports) and dynamically adjust campaigns based on feedback
• Automatically schedule and execute automated prospect follow-ups (within your sales system) based on a client's initial response to your offer.

As organizations try to do more with less, the one commodity than we have far more of today than yesterday is information. We have more data sitting in more places than ever before, and the quantity of that data is growing— rapidly.

There is no good way to manually search for errors or omissions on a daily basis. What you need is a system that makes you aware of those errors and omissions if — and when — they occur. Say hello to a system of Exception Management.

KnowledgeSync is the ideal Exception Management system; it keeps an eye on the everyday activities that take place across your organization. It looks for errors, omissions, and inconsistencies. And it provides you with the details of what happened—and what has to happen next—to correct the problem that occurred.

And since "exceptions" happen anytime and anywhere, KnowledgeSync includes "follow-me alerting" to keep you informed wherever you are: via email at work, cell phone at home, or fax when on the road.

Exception Management is like smoke detection for today's business systems: It's all about getting the right people in motion to prevent a potentially bad situation from getting worse. It's an insurance policy. It's KnowledgeSync.

Nowhere within an organization is the sense of timing more keenly felt than within a support organization. Regardless of whether you're supporting internal users or external clients, the possibility of something falling between the cracks can have dire results.

From a support perspective, KnowledgeSync is a "watcher"—it watches everything from emailed support requests to service level agreements. With KnowledgeSync, a support organization can:

• Monitor how long calls have been open and ensure that calls are responded to and resolved according to the terms of a client's SLA
• Spot bottlenecks and help load-balance, such as when too many calls are assigned to individual reps
• Detect and address trends, such as surges in certain types of problems or when a specific part or product results in an excessive number of calls
• Automate the process whereby support requests received via email or the web are automatically imported into a service database, assigned and monitored
• Provide a "report self-service" system whereby users and clients can utilize email to request and receive status reports or other forms and documents

KnowledgeSync has the widest variety of alert methods of any application on the market. These methods include:

• Email
• Fax
• Pager / PDA / cell phone
• Pop-up
• Web browser
• FTP

Supported email systems include Outlook (native Exchange), Internet (SMTP) and Lotus Notes. Faxing supports free-format text plus report, form and document delivery. Paging is alphanumeric and supports SMS. Browser alerts ("webcasting") requires no additional software and supports document and report distribution as well — as does FTP.

KnowledgeSync's intelligent alerts allows for you to notify "record owners" (such as sales reps, managers and clients), and lets you configure "work vs. home" alert addresses based on the time of day and day of the week. Alert failover (If Person A is unreachable, notify Person B) is also supported.

KnowledgeSync embeds Crystal Reports for Form, Document, and Report delivery. If you generate invoices, statements, picking lists, work orders, dunning notices or any other standard forms or documents, KnowledgeSync lets you automate the process whereby these forms are generated and delivered.

For example, a KnowledgeSync event can look for new orders, generate the corresponding invoices, and then email them to the appropriate clients. Another event could monitor clients who have overdue receivables, then generate and deliver statements for them.

In addition to Forms and Documents, KnowledgeSync also generates and delivers analytical reports, such as forecast sales reports, stock status reports and financial reports. These reports can be scheduled—say, every Monday at 9 a.m.—and can be triggered by specific events.

Forms, Documents, and Reports can be generated in any format (including HTML, PDF, Word, & Excel) and can be delivered to the appropriate recipients via email, fax, FTP or web browser.

Business Activity Monitoring is all about delivering the right information at the right time. But sending critical information to the right people is only part of that solution. Delivering information to your business applications — in the form of intelligent workflow — is the other part of that solution.

KnowledgeSync can update your business applications with an event's details. KnowledgeSync can record the fact that a customer has been re-sent an overdue invoice; it can update a vendor's record with details on an expiring lease; or it can take the details of an incoming email message and create a support ticket in your Help Desk database.

But even more important than what has happened in your business is what has to happen. If KnowledgeSync identifies that a client has an overdue payment, KnowledgeSync can schedule a call for that client's salesperson. If a lease is about to expire, KnowledgeSync can create a to-do item for that vendor. And if a support call has not been addressed, KnowledgeSync can escalate that call.

Synchronizing knowledge, people, and processes. That's KnowledgeSync.

With organizations relying more heavily on email and their website for client interactions, it's essential that you be able to monitor and respond to those communications in an automated manner. That's why KnowledgeSync, in addition to monitoring application data, lets you monitor the content of incoming email messages as well as web form submissions.

Supporting a wide variety of email systems and web forms, KnowledgeSync lets you analyze the content of incoming messages and submissions to determine who the content is coming from, what it's about and how it needs to be handled by your organization.

You can use KnowledgeSync to auto-process Support Requests logged into your website. When such requests are received, KnowledgeSync matches them against contact records in your CRM database (creates contacts and accounts if necessary), and creates a support ticket in your Help Desk system. KnowledgeSync then sends a confirmation message back to the client, notifies your support staff of the new ticket, and alerts the appropriate salesperson that a request has been received from their client.

If you think that "alerts" begins and ends with "reminders," think again. KnowledgeSync's monitoring capabilities provide business intelligence: insight into past, current and future business activities that enable you to make more intelligent business decisions for your organization.

Consider trend analysis. KnowledgeSync is used to analyze sales trends to identify when clients' monthly sales drop by at least 25 percent from their norm. And consider cross-application analysis, such as using KnowledgeSync to see if a new sales opportunity (entered into a CRM application) would put a client over their credit limit based on the client's A/R balance within a financial application.

And even though conditions like these can be detected through various reporting applications, it is KnowledgeSync's ability to do this analysis automatically—and in real time—that distinguishes it from traditional analytical solutions. Business intelligence is all about delivering the right information to the right people at the right time. That's the KnowledgeSync advantage.

The key to keeping your organization on top of your business activities is interoperability and integration. Monitoring the activities in a single application is a good start, but what happens when critical activities occur in other business applications? And what if the events you wish to identify are based on conditions between the multiple software applications you are using?

KnowledgeSync is an enterprise-class Business Activity Monitoring solution. That means KnowledgeSync integrates with all of your business applications, both individually and collectively. KnowledgeSync can, for instance, trigger an alert when a new sales opportunity is entered in a CRM application for a client on credit hold within your financial application.

KnowledgeSync sends out integrated alerts—messages that contain data not from just one application, but from multiple applications. And KnowledgeSync executes integrated Workflow, such as taking financial details out of an accounting system and moving them into a CRM system when a client gets to within 10 percent of their credit limit.

KnowledgeSync is the one Business Activity Monitoring solution that works across your organization.

• KnowledgeSync Brochure (PDF)
• Email & Alert Response (PDF)
• Alerting (PDF)
• BAM Selection Requirements — Gartner (PDF)