A cloud-based knowledge management and collaboration solution for IT managed service providers, developed in New Zealand by CodeBlue, will be launched on the world stage at the Connectwise IT Nation conference in Orland, Florida on November 13.
Stella, as it is known, has been spun off into a separate company from CodeBlue. This follows a development phase which has culminated in Stella being used to help support more than 10,000 CodeBlue customers around New Zealand.
Stella co-founder and executive director Ken Davis says it has generated strong interest in the US market, with two pilot sites signed up after a single visit there.
“Stella delivers four things that managed service providers really need,” he says. “They are site documentation, with full version control, a client-specific knowledge base engine, a customer self-service portal, and a very sophisticated and effective reporting/BI solution for customers.
“Stella is fully operational right now. It supports more than 10,000 CodeBlue customer users and we can quantify the difference it’s made to CodeBlue’s business.
“The big payoff is that our first call service desk resolution is now up over 80 per cent. This is due to the speed and ease with which site documentation can be kept updated, providing a foundation for a knowledge base that is equally fast and intuitive to use. When a problem is resolved, the fix is immediately available to all service desk staff and engineers in the field.”
He says that because Stella is easy and intuitive to use, uptake is strong and immediate.
Stella, he says, is fully established as a standalone company separate from CodeBlue, with a full-time development team of five, plus sales and management staff.