ContactsManager

• KnowledgeBase platform and core product
• Graphical interface for a customisable data structure
• Customer interaction history and analysis

The ContactsManager is the heart of KnowledgeBase. It is the essential link between all other KnowledgeBase functions.

The ContactsManager is the central repository for information about anyone who interacts with your organisation. A Contact can be an Individual, an organisation, or a member of staff - anyone that impacts on your business.

Using the ContactsManager, you can build information about your contacts, create relationships, and define relevant data. Tailor your customer database to reflect your unique requirements.

KnowledgeBase integrates the ContactsManager with your organisation's mail server to perform business functions such as SMS Messaging, Escalation Notification, or Expiry Notification.

The ContactsManager is an integral part of the Workflow/RFS system. Select a contact as the customer initiating a service request, identify a contact (individual, role, group, or even contractor) as the Action Officer for a service request, and nominate Escalation Officers from the Contacts list.

Features		Benefits
Create a register of Individuals, Organisations, and Staff; including full contact details and photos.		Capture customer information at the first point of call and easily maintain customer records. Start building customer information to give you better insight to understand your customers.
Define hierarchical structure for contacts		Understand your contacts and how they impact on your business. See at a glance how a contact fits into an organisational hierarchy; including Parent/Child and employee/employer relationships. Toggle easily between them.
Organise contacts into relevant Roles, and/or Groups		By placing contacts, particularly Staff, into logical roles and groups you are able to define particular areas of expertise, interests, and tasks. Both roles and groups can be used as targets for items of work raised in the WorkFlow and Memo systems. Better understand how contacts fit into your organisation.
Create custom contact fields		Capture and define business information about a Contact that is relevant to your organisation.
Search contacts by name, address details, and by custom fields		Names, address and contact details, and any custom fields are searchable. Contact search supports fuzzy matching, allowing for wider searching and Boolean operators, allowing you to streamline your search to ensure accurate matches.
Create Contact Records and Forms to capture specific information about types of Contacts. Create Activities and Campaigns based on recorded data.		Expand the data about your contacts to reflect your relationship with them through Contact Records and Custom Forms.
View Contact History at a glance		Sum up a customer's history quickly, or create a comprehensive report detailing the customer's interactions with your organisation.

Ministry of Education
Contact data is sourced from multiple management information systems at the Ministry and reconciled in KnowledgeBase to provide a complete business view of all stakeholders and organisations.

Waitaki District Council
Though they have 10's of thousands of customer interactions, Waitaki DC can now trend for patterns and proactively manage this customer service.

Hindin Solutions Ltd
We at Hindin make thorough use of KnowledgeBase, to drive internal productivity, ensure high levels of customer service and to ensure we extensively Beta test all new functionality prior to release. All client interactions from projects, sales, through to support enquiries are logged and tracked. This is used to provide "complete client coverage".