illumin, Softlink International's latest addition to its premier web-based knowledge, content and library management suite, will assist astute business managers to drive visibility and performance of their client enquiry, research and information reference services.
Softlink CEO, Mr Kim Duffy said businesses with high volume and valuable knowledge exchanges between staff and clients, such as legal, academic, education and government organisations, would benefit from illumin's resource repository and customised analysis and reporting.
illumin allows organisations to efficiently capture and share knowledge by integrating and retaining request and responses from customer email, phone, fax, mail and face-to-face enquiries.
"Accurate time tracking, the ability to monitor and reduce duplicate requests and greater transparency of service delivery costs are just some of the key additional illumin benefits," Mr Duffy said.
Softlink's Asia Pacific Customer Relationship Director, Mr Hillary Noye said we created illumin to help clients develop more transparent client knowledge and request management services as well as to support their ability to respond to operational challenges such as budget and resource constraints.
"We identified that by capturing and calling upon reoccurring answers and requests, the time spent researching and answering queries decreased, providing opportunities for greater productivity of the research team and a higher return on investment," he said.
"With continued use, illumin will support reference staff in terms of responsiveness, training, validation of service and resource capabilities and requirements."
Available via the cloud, illumin can be accessed from any platform using a standard web browser. Users can also interact with illumin on smartphones, tablets and any other email enabled device.
For a total knowledge management solution, illumin integrates with Softlink's premier knowledge, content, library and digital asset management solution, Liberty. Liberty is a scalable, web-based and flexible knowledge management solution for traditional and digital resources.
Softlink is a world-leading developer of knowledge, content, library and digital asset management solutions, supporting more than 10,000 educational, professional service, public and academic organisations and libraries in 108 countries for the past 28 years.
illumin and Liberty v5 will be showcased next Thursday 13 and Friday 14 September at the Australian Law Librarians' Association (ALLA) 2012 conference held at the Brisbane Convention Centre. For more information on Softlink's solutions or to organise a product demonstration please contact 07 3124 6111 or visit www.softlinkint.com