Cloud-based knowledge and request management solution unveiled at LIANZA Conference

illumin, the latest addition in Softlink’s premier web-based knowledge, content and library management suite, takes knowledge management to the next level improving visibility and performance of information requests and enquiries.

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’sresource 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 and for knowledge managers to assign tasks to multiple staff.

“Accurate time tracking, the ability to monitor and reduce duplicate requests as well as greater transparency of service delivery costs are just some of the key additional illumin benefits,” Mr Duffy said.

Softlink Pacific’s Customer Relationship Director, Mrs Lyn Walker said illumin was designed to share knowledge and enquiries throughout organisations, with a simple to use interface and a powerful research tracking engine.

 “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,” she 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 Liberty, Softlink’s premier knowledge, content, library management solution. Liberty has an easy to use, customisable interface, powerful search and management features to facilitate 24/7 access to digital and traditional resources for staff and patrons.

Softlink is a world-leading developer of knowledge, content, library management solutions, supporting more than 10,000 educational, professional service, public and academic organisations and libraries in 108 countries for nearly 30 years.

illumin and Liberty will be showcased at Softlink’s stand (Booth 50) at the upcoming Library and Information Association of New Zealand Aotearoa (LIANZA) conference on the 23-26 September at Palmerston North.

For more information on Softlink’s solutions or to organise a product demonstration please contact 0800 476 385 (toll free) or +64 9 415 7790 or visit www.softlinkint.com