CSS Corp., has announced the availability of the CSS EDGE Portal, an integrated knowledge management platform based on collaborative social media workflows for optimizing enterprise support and services delivery. Using open source components to handle specific enterprise workflows, the company claims EDGE enables the enterprise to harness the power of Web 2.0 to drive customer loyalty, drive marketing and product management.
According to the company, the CSS EDGE knowledge management platform is available, both as SaaS and on-premise deployments, along with managed services bundles for technology vendors and enterprise IR including: design of Social CRM platform, data modeling, reporting, and analytics, implementation services, cloud enablement, and community management and user support.
"Web 2.0 has transformed the way we look at online community behavior and the possible implications of collective, collaborative knowledge management models. The power of the Web 2.0 model has been universally recognized, however, the implications for enterprise adoption suffer from a lack of immediate consensus. The CSS EDGE platform creates a working model for transforming the enterprise support function by providing a governance model for integrating internal and external communities or groups.
"Key continuous improvement metrics that CSS would deliver include customer loyalty measures like the Net Promoter Score (NPS), support agent productivity, activity measures for online community participation, search engine performance (SEO), and support costs as a percentage of revenue.