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Knowledge Management

Why Develop Life?

Develop Life people were early E-Learning pioneers and, over the last decade, have have developed solutions that link personal learning with practical, "one-click" information retrieval that have proved savings of up to 80% training time whilst delivering advisors to the operation confident and fully capable. (More)

Our Knowledge Solution uses your business processes, product and service documentation and creates easy-to-use, multimedia working procedures, accessed through your current Knowledge system or through our own bespoke "One Click" system. We then intregrate this into your training programmes so that you train people to use the system, rather than waste time drilling them in the information. In this way, Knowledge Management sits in the centre of your business and feeds training, online support and process improvement.

Develop Life truly have a solution that will take your business on the "Knowledge Journey".

The Develop Life Difference

We offer:

  • Consultancy and advice on developing your training and Knowledge Management strategy
  • The best Knowledge Management approach
  • Impartial advice on systems, or we build it from scratch
  • Training on best practice authoring
  • Integration into your learning and development programmes

Incidentally, the "Big Boy" Knowledge Management vendors sell their products for hundreds of thousands up to several million dollars. Whereas these systems are (arguably) very robust and feature-rich, it is our view than many organisations don't need to spend these amounts to deliver knowledge through their organisation.

There are many very reliable and popular Open Source products available, and we can advise on which ones might work for you. The advantage of these, of course, is a huge saving in set-up costs, and concerns around support are easily overcome when you join the relevant Support Communities.

Case Studies

1 - Major UK Distribution companySituation
  • Inconsistent procedures
  • Fragmented Culture
  • No cross-department knowledge
Solution – new approach
  • Service Level/Process Forum
  • Cross-function Process Team
  • Open Source KM System
  • Departmental SME/Knowledge Champions
Results
  • Creation of a “Learning Loop”
  • Smarter, more efficient delivery
  • Lower AHT and fewer transfers
  • Better Customer Satisfaction
  • Better Advisor Satisfaction
2. Leading Internet Travel Booking AgencySituation
  • Had retired BPO partner and “lost” their own business processes
  • Requirement to multi-skill advisors in UK
Solution
  • Installed Open Source CMS/KM system
  • Created content in scripted format (conditional upon last action)
  • Screen Capture tools for Videos and Procedure documentation
Results
  • Reduction is cross-training time from 4-5 days to 3 hours
  • Agent confidence improved immediately
  • AHT reduced
  • CSAT improved

 
 

Contact Information >

Telephone
+44 (0) 5600 704407
+44 (0) 7916 308492

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