Legato is a leading provider of information management software. Technical complexity combined with this enterprise-critical aspect of Legato's products puts a tremendous burden on the support organization. Legato embraced Knowledge-Centered SupportSM (KCS), a set of practices developed by the Consortium for Service Innovation, to make support centers more effective at using and improving knowledge. KCS improves the speed and accuracy of response to customer issues. Using KCS, Legato has been recognized by the SSPA and - more importantly, its customers - as a vastly improved provider of support and an industry leader. Through a process of training, coaching, and integrating knowledge tools with the CRM environment, Legato has injected knowledge directly into the problem resolution workflow.
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