With Responza Knowledge, we have completed some of the most complex Danish knowledge projects
Novo Nordisk is a large global knowledge-intensive organization. We have helped Novo establish a global knowledge organization with associated processes and governance, so that employees worldwide can operate as efficiently as possible with as large a business case as possible. We have also helped with a global "writing guide", which ensures consistency and a quick overview in articles, texts and knowledge sharing.
Before the knowledge project at PostNord, there were far too many unnecessary bottlenecks, and too few who could "do most things". Now Postnord's customer service does more with less. The project could be solved with an effective knowledge organization with operational processes and a knowledge base that has become the heart of the organization. We call the project One Knowledge.
We helped the danish National police and the government to establish the knowledge organization, governance model and knowledge base that ensured that in Denmark we could get the police officers off their desks and into the streets.
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Knowledge is essential when it comes to providing a good customer service experience. Optimize your knowledge management with Europe's leading experts in Knowledge Management
Many organizations do not have control over their knowledge. Where do you store your knowledge? Who knows what? How is business-critical knowledge maintained? Who has the answers that customer service needs? Spitze's experts help you get a handle on the organization's knowledge with our best practice knowledge management concept. Our concept ensures focus on the effective knowledge organization. The reference is a structured overview of relevant knowledge sources and types of knowledge, as well as the development of knowledge aimed at the service situation. When you want to have a knowledge solution operation, it is important to get control of your knowledge organization, including your governance, processes and routines around the production and maintenance of your knowledge. At Spitze & Co, over the past 20 years we have developed a rock-solid concept for an agile and fast implementation, as well as a resource-efficient operation of knowledge solutions
Vision & organization
This point must ensure efficient and synchronized governance as well as a project delegation with a clear framework and direction.
Determining practices around knowledge and solution management. Planning and detailing are in place. Governance translated into practice with KM routines.
Knowledge in the solution
Knowledge sources are identified. Content and content types in the solution are specified, and the collection is mapped and planned. Recipient groups and their use are clarified.
Solution is designed and configured. Article designs have been found and validated against recipient groups. Superuser and knowledge manager are trained.
Ensuring that the knowledge solution is adapted to use and possibly new strategy, new practice or organization - on all channels and interfaces.
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Do you have a knowledge solution that does not work optimally?
Our KM experts can also assist with implementation of other knowledge solutions than our own system Responza. We thus have core competencies within the implementation of knowledge in larger CRM systems such as Zendesk, ServiceNow or Salesforce. Alternatively, an organization has typically tried to make better knowledge sharing via Sharepoint or other types of databases. The challenge is often that these systems fail due to poor knowledge routines and that the employee, as a result, begins to build up their own sources of knowledge. It costs productivity and innovation. At Postnord customer service, we have made one of the most comprehensive implementations of knowledge in Salesforce in particular. You can read more about the case here
Knowledge is not only for external use
In fact, analyzes show that most larger organizations have major challenges in sharing knowledge across the organization. Up to 30% of the productive time in a company is spent sharing knowledge that you already have and which should be easily accessible to everyone. We have helped larger organizations to get their knowledge actively into action. Whether it concerns workflows or, for example, HR and HR processes, such as Novo Nordisk, but implementing knowledge ServiceNow for internal support of HR processes. If you are about to implement knowledge in your existing systems, get in touch with us and hear about our experiences. We have Scandinavia's strongest Knowledge Management experts who are ready to help.
How do you succeed with a knowledge solution/Responza Knowledge?
Download our guide and read about the four essential principles that make your knowledge project a success.