With these limitations in mind, DoubleClick decided to look for a better self-service solution, and in mid-2001, it developed a request for proposal and began looking at products. According to Saitz, the main products DoubleClick looked at were Knowlix (which was acquired by Peregrine Systems Inc.), RightNow Technologies Inc.s eService Center solution (see the review) and KnowledgeBases KnowledgeBase.net. When DoubleClick began the evaluation process, it looked at internal enterprise solutions and hosted application service provider options. "At first, we had an open mind about it," Saitz said, "but once we got into the evaluation, we realized that it needed to be an enterprise implementation."DoubleClick finally chose KnowledgeBase.net in large part for its strong integration with Remedy. "We also really liked the UI, which is very clean and professional," Saitz said. "We have 200-plus people who will use this to add content, and a good management interface makes this much easier." Another plus for DoubleClick was that KnowledgeBase.net is based on Microsoft Corp.s Windows, SQL Server and Active Server Pages, which matched the companys in-house expertise better than products that used Unix and open-source languages. Other pluses were KnowledgeBase.nets integration with Microsoft Office for adding content into the system, its workflow options, and its mix of search and hierarchical categorization. Although he didnt specify the cost of the KnowledgeBase.net system, Saitz said the price was very competitive. The KnowledgeBase.net Enterprise Solution starts at $50,000. Early last year, DoubleClick support staff tried a 30-day trial implementation of KnowledgeBase.net. It ran on one box and was used only internally. During this time, DoubleClick received a lot of useful feedback from support teams and end users on the system. The trial went well, and DoubleClick began to ready content for migration. This involved updating or removing older content. Staffers were also able to do bulk uploading of content in standard text format using an import tool, provided by KnowledgeBase, that could easily import content that was in a standard text format. DoubleClick also wanted to make sure there was plenty of content in the system before it went live to customers. "We didnt want to offer our customers a solution without a lot of content, so we took a SWAT team approach to encourage people to add lots of content," Saitz said. The access controls in KnowledgeBase.net are defined to manage what users can do. "For example, if you only work on one product line, then you can only add content in that area," Saitz said.
One of the main reasons for this was that DoubleClick needed its self- service solution to tie in to its Remedy help desk, which would be very difficult to do with a hosted option. DoubleClick wanted this integration so users would have to log in only once using the Remedy log-ins.