The way you choose to solve a problem depends on your perspective. Do you see a vase or two faces? A rabbit or a duck? An old woman or a young woman? Much like these famous optical illusions, companies that use knowledge management systems leverage them in ways that can look completely different. Also, like the images, perspective dictates the use of knowledge management, which is heavily influenced by the problem the company is trying to solve.
More often than not, the problems companies try to solve with knowledge management are pretty straight forward: they need a more efficient way to share knowledge and break down information silos. However, sometimes the situation is a little more unique. Here are some companies using knowledge management to solve problems in ways you might not have thought of.
How Etsy Supports Sales
Etsy knows top notch seller support is something that helps them differentiate and win the loyalty of their customers (who are paying a premium). It may not sound unique that this fast-growing tech company supports sales using knowledge management: lots of businesses use knowledge management to empower sales teams. Here’s the twist…when we say sales we’re referring to their customers who sell on Etsy. Support staff use knowledge management technology and can easily assist sellers with complex needs like transactional information, taxes, return info, etc. This is an excellent example of reimagining sales enablement and knowledge base concepts to help sellers.
How Ogilvy Scales Support Reps
For years, the global advertising agency has used knowledge management to help credit card support reps assist customers. Again this doesn’t appear to be a unique use case at face value. Many companies use knowledge management to onboard support reps quickly, give them access to questions and answers on demand, and ultimately decrease call to resolution time. But Ogilvy took things a step further. They noticed using a knowledge management solution allowed them to scale up and down very quickly. So they could spin-up call centers temporarily when demand is high or if they are running a specific promo. Customers get a well informed support rep, the answers they need fast, and the company doesn’t have to pay for additional call centers when it doesn’t need them.
How TIBCO Software Improves Communication Across Teams
Speed and agility are essential for success in launching software processes – which involves communication within every department – including legal. TIBCO Software offers solutions in integration, analytics, and event processing. As you can expect, TIBCO has a quite a few product launches meaning legal is heavily involved. For this reason, their 200-person legal team uses knowledge management to stay on top of everything.
How MuleSoft Connects With Partners
Customers who sell through channel rely on distributing information to their partners – MuleSoft does this differently. The integrations provider for SaaS and enterprise applications constantly struggled with ways to keep partners all over the world informed about their products and services. To help mitigate this challenge, they created a knowledge sharing community for their partners so they can easily stay up-to-date on product information, as well as access sales and marketing materials anywhere.
As you can see, there is a common thread that ties these companies who use knowledge management together: connecting people with knowledge and information. There are countless different ways to apply knowledge management practices but the most important thing to consider is the differences of your unique business and how you can use knowledge management to differentiate.