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Solution
Support System Audit & Optimization
Whether you need a quick audit or a full optimization, Katico helps you uncover what’s slowing down your support systems and fix it. We assess your helpdesk and knowledge base, identify bottlenecks, and provide clear, data-driven recommendations. From there, you choose: take the insights and implement them internally, or partner with our team to carry out the improvements.
Key Benefits for Your Support System
Clarity on What’s Working (and What Isn’t)
We highlight strengths and pinpoint the gaps holding your helpdesk and knowledge base back.
Actionable Roadmap
Get unbiased, practical recommendations you can use to prioritize improvements and plan investments.
Efficiency Without Extra Overhead
Our optimization work streamlines processes and knowledge use, helping your team handle more without simply adding more people.
Flexible Engagement
Choose between a standalone audit with recommendations or a full optimization project with our experts by your side.
How We Work
Employee & Stakeholder Interviews
Collect insights into real workflows and pain points.
System Analysis
Collect insights into real workflows and pain points.
Gap & Opportunity Report
Deliver clear findings with prioritized recommendations.
(Optional) Optimization Phase
Implement process changes, knowledge base improvements, and system adjustments with our team.
Training & Adoption Support
Ensure your staff understand and embrace the new workflows.
Deliverables
Gap Analysis & Action Plan
A clear report with findings, risks, and recommendations.
Optimized Helpdesk & Knowledge Base (if chosen)
Improved workflows, searchability, and processes.
Training & Guidance (if chosen)
Materials and sessions to support adoption.
Ongoing Support Options
Continued monitoring and improvement to keep systems evolving.
FAQ
What’s the difference between an audit and full optimization?
An audit gives you a clear picture of how your helpdesk and knowledge base are performing, along with a prioritized action plan. If you also choose optimization, our team implements the improvements directly — from process changes to knowledge updates — ensuring results are achieved.
How long does a typical audit take?
Most audits can be completed within a few weeks, depending on the size and complexity of your support systems. We provide clear timelines upfront so you know what to expect.
Can we handle the optimization ourselves after the audit?
Yes. Many clients use our audit findings to implement changes internally. Others prefer to extend the engagement and have our team carry out the optimization — it’s entirely your choice.