Understand the starting point
Review how your team handles this work today, including its tools, data and practical constraints.
AURTIV solutions / Customer service & knowledge
BUSINESS SOLUTIONS
Bring customer context, approved knowledge and a clear handoff into the same service journey.
Service Circle
Customer service & knowledge
Help teams respond with the right information and a clear handoff.
Bring the right software, information and people together to address customer service & knowledge. Explore practical starting points, related capabilities and a focused path from discovery to rollout.
AURTIV / CONNECTED BY DESIGNService Circle
01Listen✳
02Understand◈
03Resolve↗︎
WHY THIS MATTERS
Start with the work.
Make the next step clear.
Bring the right software, information and people together to address customer service & knowledge. Explore practical starting points, related capabilities and a focused path from discovery to rollout.
Connect the right capabilities
Bring together knowledge search and support assistants, draft responses for review, service intake and escalation within an agreed scope.
Review concrete progress
An agreed solution map, prioritised workflow and a reviewed pilot or implementation increment.
CAPABILITIES IN PLAIN LANGUAGE
What we can work on.
How it fits your business.
Select a capability to explore the practical work and how to prepare for a focused engagement.
CAPABILITY 01SCOPED TO YOUR BUSINESS
Knowledge search and support assistants
What this means in practice
Start with knowledge search and support assistants. Map the people, records and decisions involved, then identify where a clearer workflow would help.
How it can help
Help teams respond with the right information and a clear handoff. The aim is to give your team a more deliberate way to handle this part of the work, with clear ownership and review points.
WHAT TO BRING TO DISCOVERY
Discuss this capability ↗︎A representative example of your current process, the tools involved and the outcome you want to improve. We use that context to define a suitable scope.
CAPABILITY 02SCOPED TO YOUR BUSINESS
Draft responses for review
What this means in practice
Review draft responses for review in the context of your existing systems. Agree what needs to connect and who owns each handoff.
How it can help
Help teams respond with the right information and a clear handoff. The aim is to give your team a more deliberate way to handle this part of the work, with clear ownership and review points.
WHAT TO BRING TO DISCOVERY
Discuss this capability ↗︎A representative example of your current process, the tools involved and the outcome you want to improve. We use that context to define a suitable scope.
CAPABILITY 03SCOPED TO YOUR BUSINESS
Service intake and escalation
What this means in practice
Define service intake and escalation around the information available and the actions your team needs to take. Validate the result through a focused pilot.
How it can help
Help teams respond with the right information and a clear handoff. The aim is to give your team a more deliberate way to handle this part of the work, with clear ownership and review points.
WHAT TO BRING TO DISCOVERY
Discuss this capability ↗︎A representative example of your current process, the tools involved and the outcome you want to improve. We use that context to define a suitable scope.
AN ILLUSTRATIVE STARTING POINT
A focused pilot
for customer service & knowledge.
Imagine your team wants to improve one recurring workflow involving knowledge search and support assistants. The first step is to understand its inputs, owners, exceptions and intended outcome.
Map your own scenario with us ↗︎Choose a representative workflow and gather sample inputs.
Agree the boundaries, dependencies and acceptance examples.
Review a prototype or working increment with the people using it.
Use the results to decide what to launch or improve next.
FROM DISCOVERY TO DELIVERY
A process you can follow.
Understand
Map the current workflow, stakeholders and information sources. Agree the problem and what a useful outcome would look like.
Design
Define the scope, dependencies, interfaces and acceptance criteria. Use a prototype where it helps resolve uncertainty.
Build & validate
Deliver reviewable increments and test representative scenarios with your team. Record limitations and decisions.
Roll out & improve
Prepare users and operational ownership. Review real-world feedback and agree the next improvement priorities.
WHAT YOU CAN REVIEW
Visible outputs.
Shared decisions.
An agreed solution map, prioritised workflow and a reviewed pilot or implementation increment.
The exact deliverables depend on the engagement. We agree the scope, systems, access, specialist requirements and review process before implementation begins.
AN ENGAGEMENT CAN INCLUDE
- A current-state assessment and agreed problem statement
- A solution outline, dependencies and acceptance criteria
- Reviewable designs, configuration or software increments
- Validation findings and known limitations
- Handover notes and agreed operational ownership
BUILD THE RIGHT COMBINATION
Services that support this solution.
Industry products to explore
These are possible combinations. Product modules and integrations are confirmed through discovery rather than assumed to be pre-connected.
BEFORE WE BEGIN
Clear expectations.
A useful conversation.
Bring your workflow and objectives. We’ll help define the appropriate starting point.
What do we need to get started?+
Share how you currently handle customer service & knowledge, the tools involved and a representative example. Access and data requirements are agreed before the work begins.
Can we start with a smaller engagement?+
Yes. A discovery review or bounded pilot can help resolve uncertainty before a larger implementation. Scope, duration, responsibilities and commercial terms are agreed together.
Will this replace our existing software?+
That depends on the agreed solution. We assess whether configuration, integration, an extension or a new application is the most practical starting point.
How are cost and success criteria agreed?+
Pricing depends on scope, dependencies, specialist work and support. We define acceptance examples and deliverables before implementation. Third-party licences and usage costs are scoped separately where relevant.
What happens after delivery?+
We agree handover, operational ownership and any support coverage. Continued improvement work follows an agreed backlog and commercial arrangement.
YOUR NEXT STEP
Bring the challenge.
Let’s define the response.
Tell us what you want to change. We’ll explore where customer service & knowledge fits and agree a useful next step.
Start a conversation ↗︎