CSS Corp, a leader in technology operations management, today 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 in a Cloud-based world. EDGE has been architected using open source components, configured to handle specific enterprise workflows addressing access control, content management, intellectual property and security requirements. EDGE enables the enterprise to harness the power of Web 2.0 to drive customer loyalty, drive marketing and product management, as well as provide collaborative environments for promoting ideas that drive continuous innovation.
Web 2.0 has transformed the way we look at online community behaviour 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.
The CSS EDGE knowledge management platform would be 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 modelling, reporting, and analytics
· Implementation services, Cloud enablement
· Community management and user support
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.
“As a leader in Technology Operations Management, CSS continues to build out frameworks and best practices that help technology providers optimize their support delivery systems, as well as address fundamental changes in the technology consumption model itself,” said Nick Sharma, CEO of CSS Corp. “The EDGE platform will bring the Web 2.0 revolution closer to the enterprise.”
CSS will be exhibiting the EDGE social media management framework and services at Booth 2 at the Technology Services World, Santa Clara being held at Santa Clara Convention Center in San Jose, CA from May 2 to 5, 2010.
