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We’ve successfully implemented numerous Knowledge Management solutions for Fortune 500 companies. With a track record of 100% success in project delivery and customer satisfaction, we are a leading partner in Knowledge Management implementation and transformation.
Critical Success Factors for
Knowledge Management
THE JOURNEY
The path to Knowledge Management maturity is a process of evolution which requires discipline combined with the right tool, business processes and knowledge management best practices.
Where are you in your Knowledge Management journey? Whether you are just starting out, or are trying to mature, SPAR Solutions can help you take the next steps by:
- Sharing best practices
- Developing a Knowledge Management strategy specifically for your organization and goals
ADOPTION
The key to effective adoption is to create the right attitude in the organization and reward participation. Knowledge Management is more than a tool. While the tool is a critical component, just as important is that users understand and utilize the content.
For successful Knowledge Management adoption, users should feel a sense of ownership and be held accountable.
- Business policies and processes established to support building a knowledge-centered culture
- A powerful, user-friendly Knowledge Management tool that provides robust analytics and promotes collaboration
- Leadership initiatives and communication to help drive change at all levels of the organization
METRICS
Metrics are critical to sustainable Knowledge Management adoption.
The specific metrics needed depends on your organizational goals.
Knowledge Management is not static; the content is constantly evolving. With the right data and metrics, you can provide users the information that’s most important for their particular role.
Some important metric areas include Business Impact (ROI), Assisted Service (quantity and quality), and Self Service. Leveraging your analytical insight through customer interactions completes a balanced evolution of Knowledge Management.
Knowledge Centered Support
Knowledge Centered Support (KCS) is the leading methodology for Knowledge Management. Simply put, the collective knowledge of your organization becomes a critical asset to solving and preventing problems.
WHEN IMPLEMENTING KCS, EXPECT TO SEE DRAMATIC IMPROVEMENTS IN OPERATING COSTS, INCIDENT/REQUEST RESOLUTION, CUSTOMER SATISFACTION, JOB SATISFACTION, AND REDUCTION IN TRAINING AND ONBOARDING NEW STAFF.
DOUBLE LOOP PROCESS
While the basic premise of KCS is quite simple (solve it once, use it often), adoption of the methodology is not. KCS challenges traditional practices in how we think about organizational structure, process, and measurements. For most organizations, a successful KCS adoption requires a significant transformation. As a result, a thoughtful adoption and change management strategy is required.
Our Clients’ Point of View
Verint Knowledge Management
There are a lot of Knowledge Management tools in the marketplace to choose from. We find that our partner, Verint Knowledge Management Solutions, provides the most robust solution and state-of-the-art capabilities for our clients, making it one of the most effective solutions in the market today.
SOME KEY FEATURES INCLUDE
- AI driven cognitive search to understand users’ queries
- Guided searches that are interactives and easy to configure
- Great authoring capabilities
- Contextual knowledge capabilities
- Flexible workflows
- Feedback loops that improve knowledge through collaboration
- Reporting and analytics that catalyze improvements
Verint Knowledge Management is a highly scalable solution that uses context to deliver the right knowledge article to internal users and to customers through self-service. It is focused on delivering a personalized, contextual, intuitive and interactive user experience.
Knowledge Management can deliver strong business benefits when specific best practices are followed. SPAR can help you on your journey to becoming an effective Knowledge Management organization.
VERINT KNOWLEDGE MANAGEMENT CASE STUDY
For BMW, their online experience has to live up to the premium-brand expectations of its customers. BMW set out to identify a single source of knowledge for staff and customers alike, across all touchpoints. Verint Knowledge Management uses patented artificial intelligence (AI) to create a more automated, natural and effective way to connect people to answers. See how AI driven knowledge is impacting customer experience at BMW.
