Knowledge Management (KM)
KM is a combination of
Innovative Methods
- Process Management by Information Managers
- Classification & usage of a taxonomy
- Usage of small Information Units
and Innovative Technology
- Automation & Analytics
- Intelligent search
- Chatbot
- Gamification, User interaction
What is our goal?
We constantly benchmark ourselves against the market in order to
- Improve organizations
- by creating intelligent information
Benefits of KM
- Reduce efforts and costs
- Minimize errors
- Enable decision-making
Typical KM Use Cases
Whenever you
- want to extract or gain knowledge from text information,
- need high quality documentation,
- want to optimize your corporate knowledge
Examples
- KM for Costumer Service
- KM for IT Operations & Projects
- KM for Cloud migration
- KM for Service transition
- KM for an Integrationen or Separation
What are our Services?
- Quality Measurement: What are the weak points of individual texts and entire wikis / SharePoints?
- Intelligent knowledge management from concept to implementation and maintenance.
- Content Integration: Certified Information Managers take care of the content and have an eye on the different delivery platforms and formats
(Salesforce, SNOW, SAP, SharePoint, Wikis, Chatbots, …)
- Technical Integration: Our technical experts take care of the technical integration
(Salesforce, SNOW, SAP, SharePoint, Wikis, Chatbots, …) - Tool Consulting: We know most content management and content delivery systems, and often, we can use the existing tools.
Did you know…?
- … KM and self-service can reduce the number of tickets by 50%
- … Self-service is becoming increasingly important – 90-97% of customers first seek help themselves before contacting service staff.
- … Knowledge Management increases employee satisfaction in service by 20-40%
- … It also increases employee retention by 20-35%
- … That this results in 20-35% less costs for knowledge loss, recruiting, and training
- … According to the KCS study, 76% of customers across generations see service as the true test of how much they are valued by the company.
Quelle: 
Further Publications
Recording Webinar: Knowledge Mining for ServiceNow Knowledge Bases
Our first webinar on "Knowledge Minining for ServiceNow Knowledge Bases" is unfortunately over. You can find the recording here.In...
Webinar: Knowledge Mining for ServiceNow Knowledge Bases
Difficulties keeping your knowledge base up-to-date?Struggling to keep track of a vast amount of knowledge articles?How mature and...
tcworld conference 2022
Last week I visited tcworld, a conference for technical communication. It took place on-site in Stuttgart for the first time since the...
Knowledge Mining for ServiceNow Knowledge Bases
Knowledge and expertise are two of the most valuable assets for essentially each organization. Properly managing these assets directly...
Listen to your readers: Gather insights on user needs
There are a lot of general tips and standards you can follow to help make your knowledge articles support your readers’ needs. Use simple...
Recording Webinar: Knowledge Mining for ServiceNow Knowledge Bases
Our first webinar on "Knowledge Minining for ServiceNow Knowledge Bases" is unfortunately over. You can find the recording here.In...
Webinar: Knowledge Mining for ServiceNow Knowledge Bases
Difficulties keeping your knowledge base up-to-date?Struggling to keep track of a vast amount of knowledge articles?How mature and...
tcworld conference 2022
Last week I visited tcworld, a conference for technical communication. It took place on-site in Stuttgart for the first time since the...
Knowledge Mining for ServiceNow Knowledge Bases
Knowledge and expertise are two of the most valuable assets for essentially each organization. Properly managing these assets directly...
Listen to your readers: Gather insights on user needs
There are a lot of general tips and standards you can follow to help make your knowledge articles support your readers’ needs. Use simple...
Halve the effort: Automatically detect duplicate content in 4 steps
Drafts, working copies, old versions. Over time, numerous variants of a document can accumulate. For example, in marketing, the same text...
…more than a thousand words
Making the best illustrations for knowledge articles The saying goes: an image says more than a thousand words. When writing knowledge...
TCWorld Conference
Once again, we took part in the TCWorld Conference. For the first time we held a presentation there. Under the title “Who are you? How a...
Keep things familiar
Did you ever visit a website and eventually found yourself having trouble navigating it because certain elements weren’t placed where you...
Webinar: How good is your wiki?
In her Bachelor's thesis, Anna Busch researched how one can measure the quality of knowledge bases in an automated way. Are you interested...
Halve the effort: Automatically detect duplicate content in 4 steps
Drafts, working copies, old versions. Over time, numerous variants of a document can accumulate. For example, in marketing, the same text...
…more than a thousand words
Making the best illustrations for knowledge articles The saying goes: an image says more than a thousand words. When writing knowledge...
TCWorld Conference
Once again, we took part in the TCWorld Conference. For the first time we held a presentation there. Under the title “Who are you? How a...
Keep things familiar
Did you ever visit a website and eventually found yourself having trouble navigating it because certain elements weren’t placed where you...
Webinar: How good is your wiki?
In her Bachelor's thesis, Anna Busch researched how one can measure the quality of knowledge bases in an automated way. Are you interested...
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