Why should you undertake knowledge management? It is a common question. Many companies never make an effort in this space. The benefits of knowledge management can vary based on the company and the scope of the initiative. Common benefits include:
· Reducing the cost of service as troubleshooting steps and ultimately the resolution to an incident or problem do not need to be ‘rediscovered’. The technical staff doesn’t need to figure out a solution multiple times.
· Meeting customer expectations and improving customer satisfaction. In today’s world, end users expect to search for solutions online.
· First call and first level resolution increases as information is readily available to the frontline team.
· Employee satisfaction and retention is improved as the technical staff now has solutions to many issues at their fingertips. End users can search for solutions as well which generally allows them to solve simple problems. Over time, technicians are troubleshooting more complex, challenging issues.
Reducing cost, improving customer and employee satisfaction, and ultimately improving service are great reasons to invest some time and money implementing knowledge.