Knowledge Management – What is in it for me?


Prashant Arora's Blog - Benefits of Knowledge Management

Each group within the service providers’ organization own and manage information that they use to support their customers. For some, the knowledge is stored in the brains of their oldies & techies and for some it may be laying on their network drives.

The key question “What is in it for me?” must be answered to all stakeholders in order to gain their trust and confidence for Knowledge Management. It is essential to help the stakeholders understand the continual value that can be achieved with a holistic knowledge management system. Of course there are other challenges which come along with knowledge management and you can read some of them in my other blog Knowledge Beyond The Knowledge Management.

Here, in this blog, I discuss some of the key benefits of knowledge management which help you address the question – What is in it for me?

1. Boost Efficiency and Productivity by Utilizing Knowledge

The largest component of Return on Investment (ROl) from knowledge management is reduced incident-handling time and increased agent productivity. Support engineers don’t have to reinvent the resolution every time they deal with similar incidents neither they have to rely on the Subject Matter Experts before attempting the resolution steps. This saves the valuable time of SMEs, support engineers and of course the customers.

The other advantage of creating and sharing knowledge can be identification of shift-left opportunities. While support engineers document each and every step of resolution and utilize that knowledge every time they deal with similar incidents, they can actually start thinking what else can be done to move this to the frontline support. May be giving some additional training to the Service Desk agents is enough for them to handle these issues without escalating to L2/L3 support teams!

Utilizing the knowledge has another hidden benefit for the support engineers, i.e. time savings, though it is the tiny one. If you have well documented resolution steps, you just link the relevant knowledge article to the ticket and that can save you some time which you otherwise spend on ticket documentation i.e. documenting same resolution steps on every similar incident.

2. Save Cost and Time with Self-Service and DIY

An effective and comprehensive knowledge management system provides the customer with knowledge directly on the web portal. Easy self-service support procedures and Do It Yourself (DIY) knowledge helps customers as they don’t have to spend too much time with the support / Service Desk via phone or other means.

The cost of self-service is always lower than assisted service. So it is always beneficial for the service providers as well as for the customers.

3. Deliver Quality Services with Consistency

The support functions are knowledge centered support, delivering quality services is the key and customers always appreciate consistency. With a strong knowledge base, the service providers’ are more knowledge dependent than people dependent. No matter if the issue is being handled by a tenured engineer or a new comer, by using the knowledge, the same level of quality services can be delivered.

There are three aspects to look at service deliveries – Delivering Services, Delivering Quality Services and Delivering Quality Services Consistently.

Utilizing the knowledge for operational stuff increase your chances of Delivering Quality Services Consistently!

So in short, having an effective knowledge management in place is a win-win for service providers and customers both.

What are the other benefits you think service providers can get from a sound Knowledge Management System?

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