Key features

• Multiple ways to generate and respond to requests

• Automatic email alerts to requester, researcher and subscribers

• Searchable Knowledge Base• Stopwatch feature for time tracking• At-a-glance and summary reports

• Ability to flag priority and sensitive requests• Faceted, predictive and advanced search• 24/7 web-based access• Service delivery feedback• Standard Microsoft SQL database platform• Web API integration options• Australian based support and maintenance

Powering Knowledge Performance softlinkint.com

Your most sustainable business asset is your knowledge

Whether you’re managing internal research based requests or customer information requests, with illumin you can:

� Streamline your management processes� Save time and resources� Increase staff productivity� Apply quality control

� Offer 24/7 service without 24/7 staffing requirements� Easily report on your activities� Get better results� Raise your department’s value within the whole

organisation

Save time and resourcesAutomated email alerts can notify the requester and manager of any updates made to the request. Users can subscribe themselves to the requests reducing the need for manual follow up.

Increase staff productivityPowerful search features including faceted, predictive text and advanced search make searching easier. Priority levels can be easily assigned and viewed to streamline your department’s workload and service delivery, maximising your existing resources.

Streamline management processesRecord information requests received from emails, calls, fax, online and face-to-face interaction with a full history of the responses provided. Set priority levels, view based on priority, assign and re-assign requests, flag sensitive or confidential requests, track time and allocate costs.

Apply quality control Capture communication threads for a full audit trail.

Better resultsLess data entry equals less margin for error and greater capacity for staff to focus on management rather than administration. Additionally, superior search capacity and Knowledge Base will improve research results.

Raise your value within the whole organisation Your department will be more valuable than ever with the additional services and savings provided. illumin will help you to demonstrate your team’s value to the entire organisation through accurate reports on research activity, usage trends and the status of requests.

Easy reporting At-a-glance and summary reports can be viewed and downloaded in Word and PDF or exported to Excel. Complex analysis of your work is accomplished easily with resulting charts and graphics available for your management reports.

Offer 24/7 service Enable users to access the Knowledge Base 24/7 from any platform with a web browser including tablets.

Softlink AustraliaT: 1800 777 037E: sales@softlinkint.com 3/77 Brandl Street, Eight Mile Plains, Qld, 4113 Australia

Contact us

softlinkint.com

Benefits to you

How does work?

Requesters submit enquiries via illumin, email or other formats or search the Knowledge Base

Requests are consolidated, prioritised and assigned to researchers

Researchers can respond directly, search the Knowledge Base for a response and add new information for later review

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Softlink Pacific T: 0800 47 63 85 E: sales@softlinkint.com Unit B2, 17 Corinthian Drive, Albany, Auckland, 0632 New Zealand