Meet The Oracle KM Your AI Staff Helper
As a business owner or manager, you sacrifice your own productivity providing training and support to staff or simply answering questions that nobody else can answer.
In the current economic climate, many businesses are experiencing significant staff churn – it is a period of tremendous instability in staffing and it makes it hard to retain knowledge in your business. If you are unfortunate to lose a long-servicing staff member, all their knowledge walks out the door with them, them, if you don’t implement a knowledge retention system.
In any organisation, there are usually just one or two staff members with the experience to answer questions for inexperienced staff and this ends up impacting their own performance and creates bottlenecks of frustration. This in turn creates a poor working atmosphere where new staff feel inadequate because they can’t deal with simple issues. This can then rebound on your customer service standards.
The Computing Australia development team designed The Oracle KM from the ground up as a tool to provide “just in time” contextual guidance to staff, right where they need it the most. As a busy company, we need to mentor our staff and provide guidance in our procedures, policies and technical solutions as our own clients expect this.
Consistency is a high priority for us but the volume of data we process is astronomical, so we asked ourselves how to keep our staff informed and trained and speed up the dissemination of new knowledge.
For us, the centre of our existence is our ticketing portal – every transaction with clients and staff takes place in the portal, but we found that over the years we had built up a significant amount of knowledge in
The challenge was how to present this important knowledge contextually and to ensure that staff didn’t waste time looking for help.
In our case, we built The Oracle KM right into our portal, but we have the capacity to add the solution into other systems. We recognise that every business is unique, and we offer a consultancy service that will work with your senior team to design the perfect
implementation of The Oracle KM.
The old story of giving a person fish and feeding them once vs teaching them to fish and feeding them for life is true in this context also. By investing in business documentation, putting the time and effort in once, you will ensure that staff have access to training
resources for the long term.
It may sound daunting to document your business from end to end but in our experience, you will reap the rewards over time. Good documentation has a big impact on staff morale and retention.
The goal of this exercise is to provide support for staff to make informed decisions that reflect your business expectations. If you empower people with knowledge and well-defined procedures, you are reducing the impact of poor service on your clients. Well informed staff=great service and happy customers.
Contextual Help where your staff need it most
The Oracle KM is a knowledge management tool designed to integrate into your existing software systems to provide support where your staff need it the most. Countless hours of productivity are lost when staff don’t know what they should do in a given situation. Our software team can work with you to integrate The Oracle KM (Knowledge Management) into your staff workflows.
What The Oracle KM can do for you business
- Reduce the training overhead
- Encourage all staff to participate in documentation
- Provide relevant, contextual documentation
- Improve staff productivity
- Free up senior staff resources
- Help with knowledge retention
- Systematise your business
Steps to implement The Oracle KM
Contact Chris on 0438 855 884 or email sales@computingaustralia.group
by The Computing Australia Group