Clients and Partners
Industry Leaders Rely on Innovative Solutions
Enabled an increase from 7% to over 90% participation in the global knowledge sharing system in the complex systems area. Retrained analysts on knowledge sharing processes. Aligned management to support culture of knowledge sharing. Enabled effective support over the web. Increased global participation.
Transitioning from a product focus to global customer teams. Had tried a knowledge management implementation that had fallen flat. People were not seeing the value. We worked together to redefine their processes and engagement practices and produced large efficiencies in operations.
Needed to expand their capacity to perform through knowledge management practices across distributed organizations. The initiative included sites in North America and Ireland. Saving over $3 million in initial saving by providing support over the web.
Moved a tradition hardware and software support organization to a global value chain that ties together efficiencies in customer service with development and service delivery. Demonstrated ability to eliminate product issues and reduce cost of service.
Outsights designed an operational environment to improve service delivery capabilities. The organization did not necessarily want new technology but wanted the option to build or buy in phases. We worked with the implementation team to define requirements, processes and analyze option from vendors.
The knowledge work is being measured but what is the best way to communicate and track business value? Outsights is building a valuation model to coincide with content management processes and innovative practices at Cisco.
Global Knowledge Management initiative built a cohesive process over diverse cultures and perspectives (formerly DEC, Tandem and Compaq). Multi-national locations including Far East in initial stages increasing to 12,000 people optimized the cost of service and enable broader use of resources across changing product lines. Enabled customer self-service and large cost reductions.
Consortium for Service Innovation
Leading the Knowledge-Centered Support Team was instrumental to the development of key operational models with many industry thought leaders. Outsights partnered with “the Consortium for over 5 years, delivering white papers, operational simulations, program models and defining innovative approaches to challenges of the service industry.
The Advanced Analytical Sciences group at Dow was searching for an operational model to define a “Lab Of the Future” to improve R&D and innovate analysis processes. They chose the Integrated Solution Network (ISN) model designed by Outsights, to be deployed globally. Even in the initial pilots, early results showed people dynamically teaming to improve the time to conclude projects by orders of magnitude.
Designed a model to deliver a support process without creating a support organization for a company that is growing exponentially month over month. Enabled a process that drives learning and innovation through its interactions with people and machines. Engaged senior management in a corporate model that drives continual renewal. Enabled cost-efficiencies to increase with corporate growth through knowledge sharing.
Aligned global Knowledge Management program across over 30 locations around the world to support new web-based technologies
Hitachi Data Systems
Outsights designed and implemented KCS practices across complex product areas to achieve internal operational efficiencies and inclusion of critical knowledge across the support organization.
Outsights is leading a content normalization program and designing systemic valuation of content to produce increased levels of self-services and partner effectiveness.
Aligned organization to increase efficiencies Integrated processes with e-Services, promoted knowledge-sharing culture.
Analyzed current state to renew process that integrates community players. Provided model for integration of community forums with internal traditional support.
Implemented global knowledge sharing for internal efficiencies and for engaging partner companies. Need to improve web-based access for distributors. Increased team productivity by 3-fold.
Aligned existing knowledge sharing process. Enabled faster resolution of issues by over 50% and reduced learning curve by over 72%. Reduced attrition rate and increased employee and customer satisfaction.
Created knowledge-sharing system across multi-cultural environment (all autonomous country organizations). Performed technology assessment and made current architecture support a new level of knowledge sharing.
Outsights redefined support and service on a global basis to leverage knowledge, partners, and internal global resources to add value to the customer experience, increase operational efficiencies and redefine the value of support to the business. Even in the initial pilots of the normalization efforts, defects were reduced to zero and customer satisfaction was measurably increased.
Taleo is a growing company challenged with providing software as a service and customized expertise on demand. When Taleo sought to equip its own talent with the capabilities to support customers, they brought in Outsights. Read the case study
Managed project for design, implementation, and support of multi-million dollar web-based knowledge services.
Complete adoption of knowledge centered strategies across multiple locations to achieve ROI within one year.
VMware’s leading-edge ownership strategy creates a closed-loop KM feedback work model by connecting the voice of customer through social media outlets (YouTube, Twitter, etc.) with a specialized Product Support team called Bridges - 1300 Employees / 100% On Demand! Read the Case Study
Analyzed technology requirements for knowledge sharing and web service delivery to renew global knowledge sharing processes using internally developed technologies..