Corporate Knowledge Management systems improve communication both internally and externally: they can be useful in all company departments to improve the quality of work and increase productivity.
As we have seen in previous articles (mistakes to avoid when building a Brand Reputation and valuing company Know-How), in order to build a solid Brand Reputation a company must take into account several factors, both internal and external. First of all, the working environment created by the spread of a shared corporate culture.
Improving the quality of work to improve brand reputation
Good communication can often have an impact on employee satisfaction: when you have tools that facilitate the exchange of information between staff or externally, with end customers, it makes it possible to work in an organised environment, where you have all the tools you need to do your job.
This image is also perceived externally, as the work of the staff is valued and supported by a shared and innovative corporate culture, thanks to the use of appropriate technologies.
This value will be conveyed to consumers both through communication and marketing and by coming into contact with the Support and Customer Care services.
Corporate communication support: Helpdesk and Customer Service
In order to build a solid brand reputation, both the corporate culture (and how it is communicated to the outside world) and the relationships established with customers are important, especially through Customer Care.
One of the fundamental characteristics of Customer Service and the Helpdesk is the rapidity in providing answers to users, but how can this be done when you receive thousands of requests every day and have to search through disorganised files and procedures?
Both in the direct Customer Service contact and in the Helpdesk reserved for employees, the activities of searching for information and consulting procedures are the most time-consuming and increase the workload for all staff.
Using Knowledge Management to speed up the search for information
The implementation of an Enterprise Knowledge Management system facilitates the search for information within large databases, centralising knowledge and making documents searchable.
It will not be necessary to waste time searching for answers, or to continually disturb colleagues, risking leaving customers unsatisfied; Knowledge Management systems based on artificial intelligence allow, in fact, to receive the information sought in real time, asking questions as in real search engines.
Internal communication and sharing of tacit knowledge
Having information shared is a way of coordinating the work of different departments in order to speed up processes and ensure that everyone is aligned on procedures for carrying out tasks and solving problems.
How often do you need to access the knowledge of other departments in order to complete a task, or you simply don't know the quickest way and try things out.
Very often some knowledge derived from the experience of each employee (called tacit knowledge) in dealing with certain situations is not documented, or at least not shared and available for consultation.
Knowledge Management systems favour Knowledge Sharing
In these cases it is useful to have tools such as Knowledge Management Systems, which allow the creation of knowledge bases where all business documentation can be collected. All best-practices for carrying out particular procedures can be saved and shared with colleagues, eliminating the dispersion of valuable tacit knowledge.
Implementing knowledge management (and fostering a corporate culture of sharing ideas and knowledge) is a way to foster communication between employees and between business divisions, making corporate know-how available to all and keeping the knowledge base up to date.
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