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| USU World Expert Conference on Knowledge-Based Service Management a Great Success |
Möglingen, 21.05.2010
Presentation of new Valuemation 4 and KnowledgeCenter 5 product lines
Over 200 participants from 13 countries: That was the impressive attendance at the first USU World expert conference - the new annual industry event focusing on knowledge-based service management. The software company USU AG had invited its customers, partners and other interested persons to Ludwigsburg Palace on May 19, 2010 for the purpose of presenting the new versions of its proven product lines Valuemation and USU KnowledgeCenter and fostering in-depth discussion of future trends and developments in the service-management sector. These topics generated great interest on the part of the attending specialists and managers. They got the full picture of trends and developments in presentations, moderated discussions, workshops and demonstrations as well as in one-on-one conversations.
Regardless of their different perspectives, everyone agreed on one thing: When it comes to establishing a successful system of service management, the most important factor is the people involved, who bring with them their motivation, skills and knowledge. The basis for creating such a solution is practice-proven systems like Valuemation, along with expert, customer-oriented consulting services. Taken together, these factors are critical to creating the level of added-value desired by customers. In this regard, the primary focus is on inspiring and supporting users in accomplishing their daily tasks.
In his keynote address, David Ratcliffe, President and CEO of the highly respected ITIL consultancy Pink Elephant, emphasized the critical roles of such "soft factors" as user acceptance and information transparency in making companies more flexible and productive. For him, it's well-integrated and ITIL-compliant systems like Valuemation that create the technical backbone necessary to achieve these ends.
Jens Bohlen, Senior Vice President for Services at Wincor Nixdorf AG, explained that the advantages of having a knowledge database in the service sector will only be felt if employees are convinced of and motivated by its value, thus making them more enthusiastic about their work. At Wincor Nixdorf, USU systems support knowledge transfer. In doing so, they make everyday tasks noticeably easier. Bohlen added that by enjoying the advantages of a centralized knowledge database first hand, its users are willing to help others benefit from these positive experiences.
Philippe De Geyter, Member of the Board of Deutsche Leasing AG, emphasized that the transparency of information is a fundamental prerequisite for operating a successful leasing business, a sector which nowadays, in addition to financing, provides other, related customer support such as consulting and logistics services. He noted that the basis for making well-informed decisions on how to handle his company's resources, such as IT assets, was created with USU, which also allows customers to directly access the values of their own assets and holdings.
Citing many examples, Erwin Staudt, President of VfB Stuttgart 1893 e.V., (German national soccer team), described how the team has been able to consistently tailor and shape its services based on analyses of customer behavior. For example, every day over 33,000 people visit the soccer team's website. By means of an intelligent search function, these visitors are able to get a quick overview of the topics available on the site and then access exactly the information that they want with just a mouse click. To provide this high level of customer service, VfB Stuttgart relies on USU Technology.
On May 20, the second day of the USU World conference was held at USU's company headquarters in Möglingen. The day's activities were centered on the new product versions Valuemation 4 and KnowledgeCenter 5. Among other things, Valuemation Release 4 features completely new client technology and increased user-friendliness due to improved ergonomics. In addition, it also integrates best-practices packages that depict processes proven to work in actual, real-world situations, allowing users to get up and running faster - thus increasing their productivity. During this day, the new product suite was presented "live" for the first time. KnowledgeCenter 5 had already been launched just a few weeks earlier. With it, USU has set a new, higher standard when it comes to knowledge databases. By serving as an information hub, the system thoroughly and consistently supports practice-based application of all knowledge-intensive data-usage and data-updating processes at service organizations, such as by means of intelligent searches, information objects depicted as folders, "one-click navigation" to correct solutions and integration of information from various sources.
"The whole point behind our first USU World conference was really to show how well information transparency can considerably improve knowledge-intensive service processes. I'm very pleased with the great interest shown by the conference participants and their positive feedback. It's quite clear that we're directly responding to a critical need at many companies because, these days, it's the quality of service that's the best way to stand out from your competition," noted Bernhard Oberschmidt, spokesperson for the Board of Management of USU AG.
The USU World conference was well supported by USU's partners BDNA, Computacenter, Deutsche Leasing, Glaux Soft, IDS Scheer, MOD and Red Hat. These companies also presented their products and services at the event.
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