Knowledge as Asset

One of the strongest competitive advantages of Vipservice is, of course, knowledge and experience, both industry-specific and highly specialized, sometimes unique. There is a special service for information and reference support of clients of the Subagent business - the Help-Desk service. Such a service of the holding is almost the only one in the market, and is represented by highly professional employees with many years of experience, who have witnessed all transformations of aviation industry over the past 20 years. The consultation cost is rather symbolic: 50 rubles and you can get it every day from 09:00 to 20:00 Moscow time. However, in addition to the consultations, Help-Desk has been forming for many years and sharing with clients an extensive information library of knowledge regarding conditions of booking and selling transportation of Russian and foreign airlines.

It was for maximum automation of this option that the holding announced a tender: “Accumulated knowledge and experience are colossal and their existence can (and should) bring additional benefits to the company and its clients. That is why it was decided to accumulate them in a separate ecosystem - a functional Knowledge Base or KMS,” says Irina Solovieva, General Director of the holding. Vipservice is currently undergoing an internal selection stage to select a suitable supplier. We are considering four market leaders in this area.

Promptly and conveniently sharing knowledge with clients is becoming an obligatory part of functionality of the new system.

The strong point of Vipservice is its own developments, demanded and convenient products. Their creation had been preceded by many deep analytics, testing and model building processes. The processes do not stop even after launch of the platforms - constant monitoring, feedback processing, and development.

Benefits of the solution are obvious; KMS will be used not only outside the holding, but also inside it. The knowledge base will be used by various departments in accordance with their tasks, it also helps to quickly introduce and adapt new employees. Data access for customers and partners are becoming more structured and easier to use.