Technology Services

Current-State KM Technology Assessment

A current-state assessment of the existing knowledge management-related IT infrastructure can be done as a stand-alone project or as part of a broader KM current-state assessment. Understanding the existing technologies and tools is necessary because they play a critical role in enabling the core KM processes.

Business Value

Having a detailed understanding of the existing technology infrastructure is vital when launching any type of system enhancement or installing one or more new software products. The Current-State KM Technology Assessment provides a snapshot of the installed IT functionality and capabilities. It also summarizes the values of relevant performance metrics, which often serve as baselines to measure future improvements and ROI.


The output is a current-state technology infrastructure assessment document or report.

System Design for a New Call Center

Implementing Enterprise Content Management (ECM) at a Major Telecommunications Company

The Call Center Operations group of a major telecommunications company struggled with the system that supported its 13,000+ customer service representatives (CSRs). The system, originally designed for content authoring, was plagued with problems.


The project team conducted a series of requirements-gathering sessions, where various end user and management groups were brought together to capture and document their specific business requirements. The requirements were analyzed, ranked, and compiled into a business requirements document. Results from a parallel, rapid prototyping exercise were incorporated into the design. Once the requirements were approved by stakeholders, Iknow created a detailed project implementation plan.

Iknow worked with the client’s IT division during the detailed design phase. The application design process required expertise in interface design, content management system architecture and implementation, search engine design and tuning, taxonomy development, and portal technology.

The resulting system was based on a commercial ECM product and customized to meet the client’s business and technical requirements.


The new system was enthusiastically welcomed by the CSR workforce. It contained numerous improvements in content access, presentation, and management. For example, the new application presented accurate content based on the CSR’s role and geographic region. Content was converted from documents into a highly indexed, searchable repository, and was accessible through a web interface.

Performance improved across all key call-center metrics, including higher levels of customer satisfaction, shorter call-handling times, increased first-call resolution, and reduced overall call-center costs.

Project Summary No.

Implementing ECM in a Global Technical Support Organization

Providing World-Class Customer Support at a Major Software Company

A leading software product developer in the antivirus and internet security market desired to become more customer centric. Several factors were forcing this change: commoditization of its core product line was forcing the progression to a solutions orientation; increasing product complexity and support requirements necessitated higher levels of customer service; and new business models and channel strategies were needed for greater market penetration and growth (e.g., ISP, device manufacturers).


The project team developed a comprehensive solution that addressed the content management processes and technical infrastructure. The solution involved four core elements:

  • A robust content management process that was integrated with the new product development process. The enhanced process included all of the necessary business functions and departments for the creation, review, and approval of technical customer support knowledge.
  • A taxonomy for simplified content indexing and retrieval.
  • A technical environment that incorporated a leading commercial enterprise content management (ECM) application suite.
  • A global content management organization, with both distributed and centralized functions. This organization was accountable for the global content creation, publishing, and delivery processes.

Iknow, working collaboratively with the SI and the client’s development staff, built the knowledge repository, content search, and content-display system. Four separate interfaces with specific functionality were created for the four end-user groups: customers, internal technical support staff, sales engineers, and business partners.


The software company achieved several significant benefits, including a smaller number of open technical support cases, shorter case durations, greater end-user satisfaction levels, and increased scalability of the technical support infrastructure—all of which contributed to lower overall technical support costs.

Project Summary No.

Software Product Installation, Configuration, and Customization

Once the purchase order for software products has been approved by Finance, IT, and Procurement, many KM project sponsors and team members breathe a sigh of relief. Most incorrectly assume that getting the software up and running will be a simple process—maybe even as simple as downloading an app on their smartphone.

Business Value

Well-planned and executed software product installation, configuration, customization, and testing leads to overall project success and satisfied end users, thus helping to achieve the project’s goals and the desired financial returns.


Iknow’s deliverables include a detailed installation plan and fully implemented and configured software products. The products are completely installed, configured, customized, and tested.

Improving a Digital Asset Management System

Technical Enhancements to Support Marketing and Creative Services

A global pharmaceutical company’s Marketing and Creative Services Group stored its marketing collateral and reference pieces in a leading commercial digital asset management (DAM) software product. The product was not optimally configured when it was originally installed.


Iknow started with a current state assessment. The project team analyzed the current system implementation, the business processes that interacted with or used the digital asset library, and the organization’s current role and responsibility assignments. Iknow conducted interviews with a variety of internal stakeholders and prepared process flow diagrams, information flow diagrams, and decision maps for the important business steps.

The project team developed a comprehensive set of 38 improvement recommendations covering content architecture/metadata design, user interface, connections between the assets, workflow integration, access by advertising agencies, asset expiration and asset archiving, search, content creation guides, and personalization.

Iknow created a comprehensive taxonomy framework for the DAM system. This deliverable included the metadata and controlled vocabularies for tagging the documents in the digital asset library and a taxonomy for browse and faceted navigation.

A three-phase implementation roadmap was developed. Phase 1 focused on content architecture and system enhancements. Phase 2 focused on content enrichment, implementing technical enhancements, and designing and implementing business process and organizational changes. Phase 3 expanded the company’s investment in and use of the digital assets and the DAM system.


The pharmaceutical company followed Iknow’s recommendations and roadmap to upgrade the system’s functionality. Users were highly satisfied with the expanded capabilities and improved ease of use. Management achieved lower costs and higher levels of productivity.

Project Summary No.