The tool offers the same user experience in relation to general CTM/RCD queries regardless whether the users contact the participating IP office or OHIM.
The tool serves as a common IT system that the personnel at the participating offices can use to create and handle their support cases, search for up-to-date information, collaborate, share or balance the workload to achieve operational excellence.
Participating offices will be able to systematise their information service processes, obtaining the benefits of automaton such as productivity improvements or load balancing. The system will provide statistics which will allow better monitoring and decision-making. This information will support participating offices in identifying strengths and weaknesses, and planning staffing and training.
The tool will improve accuracy, consistency and speed of supplied information. Participating offices will be able to use a knowledge exchange platform with information that will allow them to find all the relevant information they require to deliver the service.