Yaskawa America Selects Aptean's Knowledge Management Platform to Enhance Customer Service

Yaskawa America Selects Aptean's Knowledge Management Platform to Enhance
Customer Service

ATLANTA, Feb. 5, 2014 (GLOBE NEWSWIRE) -- Aptean, a global leader in
enterprise application software (EAS), will provide Yaskawa America, Inc. with
Knova, a knowledge management (KM) solution that will enable Yaskawa to
quickly and cost effectively resolve customer service issues. Knova is ideal
for large customer service and support organizations like Yaskawa that process
complex queries across multiple channels.

"In our high-tech, fast-paced environment, we looked for a best-of-breed
platform that facilitated quick knowledge creation and which could be easily
understood by both our internal technical team and our customers to resolve
issues faster and more effectively," said Cris Franco, technical call center
manager for Yaskawa. "We also needed a KM solution that would provide tight
integration with our current CRM system and would adapt to our existing call
flow."

Yaskawa selected Knova to create a more adaptable and personalized experience
– one which provides not just answers, but resolutions. In addition to a
patented adaptive search, Knova enables a personalized search process, with
"Resolution Wizards" designed to guide Yaskawa users to key research and next
steps based on the context of their query. At the same time, the application's
in-memory analytics platform combines with an intuitive administrative
interface to help Yaskawa identify knowledge gaps quickly and allow them to
implement improvements in minutes, not months.

"While many solutions required either extensive customization of the KM
platform or adaptation of our call flow, Knova provided this capability out of
the box, adapting to our process instead of us to theirs," added Cris Franco.
"Additionally, Knova's powerful 'Knowledge Instantiation' feature automates
the process of creating the metadata required for a dynamic search experience
- something most solutions require to be performed manually. We needed our
solution to hit the ground running, and that's exactly what Knova will do for
us."

"Aptean is committed to providing a platform for knowledge management that can
integrate with any system, fostering an environment of intelligence and
customer-centricity across the organization,'' said Duane George, director of
product management, Aptean.

About Yaskawa America, Inc. Drives & Motion Division

Yaskawa America, Inc. is a U.S. corporation, created to provide Automation
Solutions and Support to our customers in North America, Central America, and
South America. Yaskawa is the world's largest manufacturer of AC Inverter
Drives, Servo and Motion Control, and Robotics Automation Systems. Products
are marketed through direct sales, partners, representatives, dealers, and
distributors. Yaskawa America, Inc. - Drives & Motion Division is a
wholly-owned corporation of Yaskawa Electric Corporation of Japan. Since 1915,
Yaskawa Electric has served the world needs for products to improve global
productivity through Automation. This website is designed to support Yaskawa
customers in the Americas.

About Aptean

Aptean, a global leader in enterprise application software (EAS), gives
businesses of all sizes a competitive edge. We empower people and businesses
with end-to-end, industry-specific solutions to address complex business
challenges more effectively. Our software applications and professional
business services enable more than 5,000 customers to more successfully manage
their businesses. Software built specifically for our target markets, aligned
with deep knowledge across vertical industries, allows businesses to satisfy
their customers, operate more efficiently, and stay at the forefront of their
industries.

For more information, visit www.aptean.com.

CONTACT: Will Haraway
         Global Public Relations Director
         404.593.8320
         William.Haraway@aptean.com
 
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