Centralised Knowledge Boosts Productivity

The way we access and share knowledge has undergone a significant transformation as hybrid working has become more commonplace. Traditionally, employees could rely on turning to their colleagues for a quick answer, leaning over their desk to ask a question, or seeking guidance from a manager or peer. However, with the rise of remote and hybrid work arrangements, this casual exchange of information has been replaced by virtual interactions, often leading to inefficiencies and interruptions.

Companies often face challenges in accessing centralised knowledge efficiently. Today, valuable information is scattered across various platforms such as Email, Slack/Teams, SharePoint, Learning Management Systems (LMS), Sales Enablement tools, and remote Knowledge Bases. This dispersion often leads individuals on time-consuming journeys as they navigate through these different sources, frequently without success.

Over a third of CRM adoption projects fail. But with remote working on the rise, hybrid selling is expected to become the dominant sales strategy, making Salesforce adoption more important than ever.

The absence of a systematic approach to capturing and organising information becomes glaringly apparent when faced with the challenges of remote collaboration. The one simple act of turning to a colleague has now morphed into a disruptive and repetitive digital tap on the shoulder through platforms like Slack, Chatter, or Teams.

A recent Gartner survey sheds light on the extent of this issue, revealing that 47% of digital workers struggle to find the information needed to effectively perform their jobs. This statistic underscores the urgency for companies to address the knowledge gaps that hinder their employees’ productivity.

Centralised Knowledge

The key to resolving this challenge lies in fostering a ‘search first culture’. This concept revolves around rethinking how organisations approach knowledge and learning. The emphasis is on consolidating and organising all learning, knowledge, and skills into a centralised, AI searchable repository. One powerful strategy is to extract valuable insights from real-time communication channels, such as Slack, and transform them into easily searchable ‘golden nuggets’ within platforms like Salesforce.

Guiding your Users every step of their journey

Consider a scenario where a question is posed in Slack, answered in the course of a conversation, and then quickly lost amid the digital chatter. When the same question arises again, the conventional approach involves rehashing the answer. However, organisations embracing a search-first culture capture and store such valuable information as a golden nugget (aka Help Topic). This not only prevents redundant questioning but also promotes a culture where employees proactively seek answers through a centralised knowledge base before resorting to direct queries.

The pivotal question for organisations is whether they have established a single front door to all their learning and knowledge. Unfortunately, many still lack this crucial element. Employees often find themselves navigating through a labyrinth of platforms – SharePoint, Google Drive, Trailhead, LMS, and 3rd Party content libraries – in search of information.

This is where tools like Improved Help come into play, aggregating key content, breaking down knowledge silos and making critical company information easily accessible within Salesforce from any browser or device. By providing users with a streamlined and centralised resource, companies can empower their employees to find the right information at the right time, without the need for constant enquiries, disruptions and time wasted.

There is also an option to ‘Learn More’. Easily signposting company knowledge stored in other systems is a quick way to ensure the right information is found at the point of need, with the option to delve deeper if the user requires more or has the appetite or time for more in depth learning.

The centralisation of aggregated knowledge is not just a convenience but a strategic imperative for today’s dynamic work environment. Embracing a search-first culture and investing in tools that facilitate knowledge consolidation can significantly enhance productivity, reduce redundancy, and create a more efficient and empowered workforce. It’s time for companies to rethink their approach to knowledge management and embrace the transformative potential of centralised knowledge.

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