Category: Corporate News

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Should businesses that prioritize Trust, Safety & Security rely on AI tools to assist their customers, prospects, and partners?

Yes, they should. However, they should exercise caution and be mindful of utilizing secure, safe, and trusted sources of information to guide their staff, customers, prospects, partners, and providers.

This is an obvious and logical approach as the reputation and core existence of these businesses are built upon the values of Trust, Safety, and Security.

Which types of businesses are we referring to?

Immediate and evident answers include Banks, Financial Institutions, Insurance companies, as well as other compliance and risk-driven activities such as healthcare and accounting. Furthermore, industries like aeronautics, construction, and transportation have their own unique compliance requirements, expanding the list beyond the aforementioned sectors.

When customers or prospects inquire about the recommendations of SHA team Knowledge Experts regarding the implementation of AI Conversational Tools and Bots, our stance as Knowledge Management Operational Experts is unequivocal:

AI Bots and Conversational tools can undoubtedly fulfill CSAT, Cost Reduction, Productivity, and Reputation objectives, but only if there is a solid Knowledge Management foundation supporting these AI tools.

And yes, you’re correct in suspecting us of promoting our own business (solid KM), but it is worth noting that independent voices are echoing the same message: “Do not allow your AI-bot to scour uncontrolled areas for information; maintain control and ownership.”

Additionally, it is imperative to ensure the seamless functioning of your data infrastructure (SHA cloud architecture excels in this regard).

For instance,

Gartner recently proclaimed: “By 2025, 100% of generative AI virtual customer assistant and virtual agent assistant projects lacking integration to modern knowledge management systems will fail to meet their customer experience and operational cost-reduction goals.”

According to IDC’s 2024 white paper (IDC #US52048524 sponsored by NetApp), “Around 20% of AI projects may encounter failure without adequate support in data infrastructure,” as revealed by a recent study conducted by intelligent data infrastructure provider NetApp.

SHA is a Knowledge Management System designed and developed by experienced seasoned Customer Service experts who have brought their vision and daily operational experience to deliver a system that enhances Customer Experience, improves Staff Experience, and reduces the cost of service!

For more information on how SHA can support your Customer Service Operations get in touch with us:

/https://sha-saas.com/contact-us/

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Faced with the challenge of sharing company knowledge and finding a high-performance training monitoring tool? SHA has a solution for you!



SHA is a platform that combines Learning Management functionalities with Knowledge
Management tools, or in simpler terms: SHA offers a solution that merges LMS (Learning Management System) functionalities with a KMS (Knowledge Management System).

Introducing Solution Management System (SMS) by SHA, a new concept that simplifies Knowledge and Learning Management:

SMS is the result of combining KMS and LMS.

The SHA platform is for companies that handle a lot of information daily and need to ensure quick and easy access for their teams to share it with customers, prospects, suppliers, etc. These companies understand that knowledge is an essential part of their value and must be managed effectively. Users should also be able to contribute to improving the data by providing their opinions on its relevance.

SHA combines Knowledge Management with advanced Learning Management features by directing users to important content for optimal task performance (Cost, Quality, Velocity).

The sectors that benefit most from these tools are those that interact with customers (Customer Services, Call Center, etc.), but all divisions of a company seeking operational performance optimization are involved.

Through extensive discussions with our customers and prospects, we have identified the different types of content and their volatility over time (an important factor for content management).

The documents are the ones most frequently cited as priority content in KMS and LMS.

Tableau Statique
Category Types of Documents Activity Staff Format LifeCycle
Policies & Procedures Employee handbooks, SOPs, guidelines HR, Admin, Legal, General Affairs PDF, Word (protected) Medium (annual updates)
Contracts Client contracts, vendor agreements Legal, Sales, Providers, Customers PDF (protected) Definitive (rarely updated)
Financial Reports Balance sheets, income statements, audits Financial Staff, Admin XLS, PDF Medium (quarterly or annual updates)
Marketing Materials Brochures, campaigns, presentations Marketing, Sales, Communication, Prospects PDF, PNG, PPT Short (frequent updates)
Design Documents Blueprints, CAD files, design drafts Design, R&D CAD, PDF, proprietary Short (frequent updates)
Production Plans Schedules, specifications, quality logs Production, R&D, Customers XLS, Word Short (frequent updates)
Customer Records CRM entries, customer feedback CS Staff, Sales, Customers XLS Database export Medium (periodic updates)
Training Materials E-learning modules, onboarding guides HR, Service Staff, General Affairs PDF, Video, PPT Medium (review every 1-3 years)
Meeting Records Agendas, minutes, action items General Affairs, Admin, All Teams Word, PDF Short (specific project cycles)
Legal Filings Compliance reports, patent filings Legal, Financial Staff, R&D PDF, Word Definitive (rarely updated)
Internal Memos Announcements, updates, notices Admin, All Staff Email, PDF Short (one-time use)
Service Logs Maintenance reports, issue tracking Service Staff, Production XLS, Word Medium (regular updates)
Supplier Records Invoices, delivery logs, contracts Providers, Financial Staff, Admin PDF, XLS Medium (periodic updates)
Employee Records Performance reviews, payroll, leave forms HR Staff XLS, Word Medium (yearly updates)
R&D Reports Experiment logs, technical reports R&D, Design PDF, XLS Medium (review post-project or annually)

Key Highlights:                                              

Formats:

  • The document format often balances usability (e.g., Excel for analysis, PDF for sharing) and security (protected formats for sensitive information).                                              

Life Cycle:                                                       

  • Short: Updated frequently due to dynamic needs, e.g., marketing materials, production plans.                                                       
  • Medium: Updated periodically based on cycles, e.g., training materials, financial reports.                                                 
  • Definitive: Rarely updated, often for records with legal significance, e.g., contracts, legal filings

The most common question our prospects ask is how SHA manages to be efficient by merging two activities that usually require separate platforms.

How does SHA introduce LMS capabilities into a content management KMS platform?

It’s simple, thanks to three main factors:

  • Consider training content as standard “knowledge” content, even if the format, life cycle, and structure may differ from other content.
  • Use the Content/User duality, which is one of SHA’s unique features. SHA manages the interactions between content and users, always considering the relevance of the content from the user’s perspective. Did the information help them complete their tasks, or does it need improvement?
  • Focus on apprenticeship rather than training. Operational managers know that training doesn’t always have an impact, but learning does. Taking a training course doesn’t always lead to progress or improved KPIs, whereas learning with SHA’s quality control and monitoring tools ensures that training brings the expected benefits.

Whether your organization already uses an LMS or not, SHA easily integrates learning content, from structured courses to flash briefs, and helps management teams ensure knowledge acquisition.

If you’re already using Knowledge Management tools without Learning Management features, SHA can easily integrate your existing content and facilitate Knowledge Management while providing the benefits of Learning Management for your teams.

To experience the advantages of unified Business Knowledge and team Learning management, contact our Solution Management System experts. They will share their extensive experience in this field!

SHA is a Knowledge Management System designed and developed by experienced seasoned Customer Service experts who have brought their vision and daily operational experience to deliver a system that enhances Customer Experience, improves Staff Experience, and reduces the cost of service!

For more information on how SHA can support your Customer Service Operations get in touch with us:

/https://sha-saas.com/contact-us/

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SHA strengthens Global Client Implementation & Operations Support with the appointment of Angel Rodriguez as VP of Service Delivery

SHA is thrilled to announce the appointment of Angel Rodriguez as the Vice President of Service Delivery. In this pivotal role, Angel will play a crucial part in driving SHA’s global operational excellence.

José Luis Caaveiro, the CEO of the company, expressed his excitement, stating, “Angel’s exceptional expertise in the Customer Support industry and Computer Science makes him the ideal candidate for delivering optimal solutions to our clients. With his extensive experience in Customer Support across various industries, particularly in BPO, where quality and operational efficiency are paramount, Angel brings invaluable knowledge to our organization. His proficiency in daily operations, delivering Customer Support Excellence, and his proven expertise in the ICT arena will greatly benefit SHA’s clients.”

Angel Rodriguez embarked on his career in the banking industry with Caixa Galicia before assuming management roles at renowned international Business Process Outsourcing Companies such as Concentrix, Stream, Convergys. Most recently, he served as Expert Solution Software at Wolters Kluwer, a leading company in the Financial Planning Software industry.

Angel holds a degree in Computer Science from La Coruña (E) University.

For more information, please contact mc@sha-saas.com

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Why Knowledge Management is important for organizations?

After several years “on the road”, I started to ask myself: is Knowledge Management (KM) seriously considered in companies? How are they managing that unique asset of the organization? Are they maximizing the potential of such massive knowledge?

You may think these questions are naïve, but for me, they became important when I looked into training or research programs, operations processes, etc. Yes, there was a massive amount of information available, in the vast majority of cases spread accross departments, functions, systems, intranets and employee computers without a common approach neither for creation nor for usage, security or maintenance & storage.

Even if Knowledge Management Systems (KMS) were in place, it was evident the presence of knowledge “silos”, different levels of deployment & usage, data quality issues, security risks, etc. To illustrate some impacts provoked by that situation, we can mention three:

  • Critical/core data lost (how to replace knowledge?)
  • Productivity loss (more than needed than required)
  • Cost increase (training, operations, maintenance, customer service, etc)

For me, Knowledge Management means discipline for spreading knowledge across the organization in ways that impact performance. And this is so because individuals and teams generate such knowledge that boosts overall performance when sharing: it is not great that engineers design new processes if they remain inside their computers; it is not great that a warehouse manager creates a new picking procedure if their colleagues keep using old process and procedure; it is not great that a customer support team improve performance by 2 digits and the rest of customer support organization is struggling.

Knowledge Management is a culture: it is not software, it is not a process, it is more than that. Knowledge Management is empowering people to boost their creativity, try new things, share achievements and measure their impact.

Ah, the magic word: “CULTURE”. You may think, are we talking about another fashion idea? I don’t think so: in these changing times, organizations will have to search for new opportunities to succeed in the market, and improving the overall performance is a good starting point. In this case, don’t forget that your organization is made by people that use their capabilities and skills in their jobs, and the more knowledge they have the better for them, but also for the organization.

Embrace the Knowledge Management culture!! We will be delighted to help on that journey.

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SHA appoints Stéphane Lissillour as new Chief Customer Officer, positioning company to drive growth

SHA today announced the appointment of Stéphane Lissillour as Chief Costumer Officer. In this role Mr. Lissillour will be central to SHA strategy to leverage product portfolio and customer needs to drive growth both in current and new vertical markets.

José Luis Caaveiro, the Company’s CEO commented, “Stéphane brings significant experience into the customer support space, a critical role for our organization. His unique international experience, ability to drive multinational teams and extensive experience in rolling out international projects will be valuable in our efforts to deepen our market presence with our product range. I am confidente that Stéphane, as Chief Customer Officer, will be a success in driving our future”:

Mr. Lissilour began his career as System Enginner at Olivetti Systeme & Networks in Italy, he then joined Compaq France to develop the Service Channel, and he was then promoted to Compaq EMEA with the role of Technical Director for Africa. He moved from the IT industry to the Consumer Electronic market when joining Sony Europe where he estabished Customer Service Operations (Repair Centers, Contact Centers and web based support -including multilingual knowledge management operation). After this experience, Mr. Lissillour was then appointed as VP Customers Service by VOO, a fast growing Belgian Telco Operator. For the last 10 years Mr. Lissillour professional activities have been focused on high tech start-ups (smartphones, 3D scans, Identification software, …) where he has brought his Global Customer Centric expertise and Innovative Product Development skills.

Mr. Lissillour is graduated from Rennes (F) University in the field of Physics & Microelectronics Engineering.

For more information, please contact mc@sha-saas.com

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SHA announces Sentiment alert feature

As of May 20th, both SHA and INTRA products include a new sentiment alert feature, enabling realtime awareness and interaction. With the help of NLP techniques, every visit is evaluated extracting customer sentiment and keywords/action items. In the event of negative feedback, backoffice will notify immediately content/article owner, and all other organization members pre configured.

“We think this new feature is a very powerfull tool for those organizations with a customer centric approach. It allows realtime interacion if needed giving visibility to the whole organzation”, said José Luis Caaveiro, CEO of SHA.

For more information, please contact mc@sha-saas.com

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SHA announces release of Intranet/Community version

As of January 3th, SHA family grows, with a new Intranet/Community version, offering clients the possibility to deploy in a closed environment the power of search, troubleshooting and analysis of SHA solution.

Envisioned as a knowledge base tool, with easy search and troubleshooting features, INTRA will boost the usage of the company knowledge base in a wide range of operations, as will become the single source of authorized information within the organization. Speed of deployment as well as a smooth workflow management process will permit to put content in production almost “on the fly”.

“INTRA is the answer to many requests from our clients, where accuracy and speed in propagating information in a closed environment like call centers is key in improving service and reducing operating costs”, said José Luis Caaveiro, CEO of SHA.

For more information, please contact mc@sha-saas.com

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Automatic Language Translation integrated on SHA

As of September 24th, language translation has been incorporated on all SHA versions, offering users the posiblity to translated base language of the application up to 90 different languages. This achievement has been done throught the seemless integration of “Google Translate” into the SHA backend.

“It is a terrific achievement for SHA clients, as simplifies and accelerates the multilanguage deployment of our software”, said José Luis Caaveiro, CEO of SHA.

For more information, please contact mc@sha-saas.com