Establishing A Knowledge Management Initiative: Four Key Success Factors

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Establishing A Knowledge Management Initiative: Four Key Success Factors
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According to McKinsey, employees spend almost two hours a day accessing the right information that they need to do day-to-day activities. This means they have to spend around 10 hours a week to find the relevant data. A major reason behind productivity loss! This calls for the need for a robust knowledge management system in the corporate world.

When employees get the right data at the right time via a robust knowledge management system, it will help them to improve their work productivity and the effectiveness of their day-to-day operations. This can be achieved by capturing, storing, and sharing employees' knowledge and expertise across departments, leading to better decision-making, faster problem-solving, and improved innovation. It makes the transmission of technological progress easier.

A study by Deloitte found that organizations that have implemented effective knowledge management systems have reported an average reduction in training costs of 25-30%. Because, a robust knowledge management system allows organizations to access information anytime, anywhere. Another survey by McKinsey states that organizations that have adopted formal knowledge management practices have reported an average increase in employee productivity of 15-25%.

Keep reading to find out more about knowledge management and the key success factors for establishing a knowledge management initiative.

What is Knowledge Management?

The approach by which an organization gathers, organizes, propagates, and analyzes its data so that employees may easily access it, is defined as knowledge management. 

This data covers leadership abilities, commonly asked questions, training manuals, and technical knowledge. In order to fulfill a company's requirements, a knowledge management plan must take time to consider both conventional and technical tools, as well as organizational objectives.

The challenge in selecting a knowledge management system is identifying or developing software that fits the framework of the overall plan and motivates employees to utilize it and share information. 

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The main objectives of knowledge management are to enhance organizational efficiency and save data in a manner that is simple to access. Knowledge management aims to provide the relevant data to an employee at the correct time.

What Makes Knowledge Management Important?

Knowledge management system is important for organizations because it can help companies gain a competitive edge and help them to improve their performance in several key areas: 

  • Innovation
    By capturing, sharing, and leveraging the knowledge and expertise of employees, organizations can improve their ability to generate new ideas and bring new products and services to market.
  • Decision-making
    By making information and expertise more widely available, knowledge management systems can help organizations to make better decisions, faster.
  • Problem-solving
    By making it easier for employees to access and share information and expertise, knowledge management can help organizations to solve problems more effectively.
  • Collaboration
    It can improve communication and collaboration among employees, which can lead to improved teamwork and productivity, and sharing of expert knowledge among colleagues.
  • Competitive advantage
    By managing knowledge effectively, organizations can gain a competitive advantage over their rivals by using their knowledge and expertise to create new products and services, improve their operations, and make better decisions.
  • Knowledge retention
    Knowledge management solution is also important for organizations to retain knowledge and expertise in-house, especially in a scenario where employees are leaving the organization.
  • Cost savings
    Knowledge management systems can also lead to cost savings by reducing the need for training new employees and minimizing the impact of employee turnover.
Benefits of robust Knowledge Management

Today's Knowledge Mangement

In recent years, the field of knowledge management has evolved to become more integrated with other business practices and technologies. Some of the key trends and developments in knowledge management include: 

  • The rise of artificial intelligence (AI) and machine learning (ML) technologies
    The rise of advanced technologies like conversational AI and machine learning powered solutions can be used to automate the process of capturing, storing, and sharing knowledge, which can lead to improved efficiency and greater scalability.
  • The use of natural language processing (NLP) and other advanced analytics tools
    These technologies can be used to extract insights from unstructured data, such as text and audio, which can be used to improve decision-making and identify patterns and trends.
  • The adoption of cloud-based and mobile technologies
    Cloud-based knowledge management systems can be accessed from anywhere, which can improve collaboration and communication across different teams and locations. Mobile technologies can also be used to access knowledge on the go, which can be particularly useful for field employees or a team working remotely.

4 Key Success Factors for Establishing a Knowledge Management Initiative

  • Define the Goals and Objectives of Your Knowledge Management System
    Without a proper goals and objectives in place, the implementation of a knowledge management system in your organization might collapse even before it starts helping your employees. While planning out the goals and objectives of the knowledge management system, the needs of each and every department of your organization should be taken into consideration.

    Setting goals and objectives also make measuring the performance of the system easier. The more specific your knowledge management’s goals and objectives are, the easier tracking its progress and contribution to employee experience becomes.

    It's easier to define your technology requirements when you possess a solid knowledge (and evidence) of your objectives, goals, and ambitions. Developing a list of the non-negotiable objectives for your knowledge management platform will allow you to narrow down the possible solutions needed for everyday queries.
  • Identify Employees Who Have Championed Knowledge Management Systems
    Not all your employees will be thrilled to experiment with new technology like the knowledge management system. When they see their colleagues adopting your knowledge management platform effectively, employees are much more likely to embrace it as well. That is why it is vital to choose one or more employees to join as your internal champions.
    These employees are driven, enthusiastic, and eager to drive organizational change. Your internal champions will be critical in establishing enthusiasm for the launch of your knowledge management platform and will also partake in the soft launch.
    Give everybody a chance to express themselves. If your employees are unhappy or confused, take the time to understand precisely what is troubling them and work out how to go around with those obstacles. They'll be more inclined to engage with the system going forward if you prove that you value their feedback and engage them in smoothing out the glitches.
    Consult with employees after the soft launch phase is over to gather as much feedback as possible. Outline how and when to resolve any issues that might have emerged during the soft launch to ensure a seamless deployment to the remainder of the organization.
  • Ensure Continuous Training
    Any significant platform upgrade offers an opportunity for participation and training. Consider any announcement of a new feature in your knowledge management system as a cue to start discussing and providing essential resources. Organize periodic training for your employees so that they can stay informed on standard practices and any significant technology upgrades or changes. One of the greatest methods for maintaining employee engagement and efficient knowledge sharing inside the company is through this.
  • Create a Knowledge Management Implementation Map
    Create an implementation framework before implementing a new knowledge management system to stay on track. Your action plan will help you establish a timeline for particular tasks to ensure that the project progresses forward and that everybody involved in its execution is informed of their individual deadlines and responsibilities.
  • Define the goals and objectives of the knowledge management initiative.
  • Conduct a knowledge audit to identify and assess the current state of knowledge within the organization.
  • Identify key stakeholders and form a knowledge management team, including representatives from various departments and levels of the organization.
  • Develop a knowledge management strategy that aligns with the organization's overall goals and objectives and includes a plan for capturing, organizing, and sharing knowledge.

What is’s Twitter-Age Knowledge Management platform?

Twitter-Age Knowledge Management is a feature that offered by, a cutting-edge employee service desk solution works within MS Teams and Slack.’s knowledge base helps employees in accessing a file or developing the most complex software code, the right person will always receive proper assistance. utilizes interactive chatbots to support employees in resolving issues within 10-15 seconds by utilizing the capabilities of technologies such as artificial intelligence (AI) and machine learning (ML). Rather than responding directly with a service desk representative, employees can interact with the AI-powered chatbot and get prompt responses to their concerns. The chatbot will generate a ticket if the virtual assistants aren't able to resolve the problem and will then transfer it to a trained human operator. AI-driven knowledge management tailors assistance to each employee's unique requirements rather than providing employees general help.

The Twitter-Age knowledge management system from provides employees accessibility to all relevant details via a digital platform in line with their preferences and requirements when you invest in it. This modern approach of knowledge management is more precise, comprehensive, transparent, scalable, and remote-work friendly.

Benefits of Implementing Twitter-Age Knowledge Base?

  • Your organization can establish and maintain a successful virtual workplace with’s Twitter-age knowledge management. Wherever your employees are working from, you can tailor the data and information you give them to their needs and preferences. Your employees won't have to call around or write emails to their managers because of the seamless assistance of the successful knowledge management system.
  • Employees can instantly support clients owing to the Twitter-Age knowledge management system by, which facilitates easy decisions about the customer problem solutions needed in a situation. Comprehensive knowledge management systems ensure they are not left powerless and that they do not spend time searching for relevant info when they need to access relevant details about the clients they are interacting with.
  • You can educate your employees about advanced skills through by constantly delivering bite-sized content. Your employees can acquire the appropriate training resources from any location by merely adding them to your organizational knowledge base. These characteristics of service desks powered by artificial intelligence can assist an organization's employees with self-training.


As per Slack's Future of Work study, 91% of employees want to feel more connected to their coworkers. Knowledge Management helps build an environment where people can build strong connections by gathering, organizing, and exchanging tacit knowledge with the necessary tools at work. The use of the FAQs and knowledge base has been expanding ever since 2012.

Only 67% of customers in 2012 mentioned using the knowledge base or FAQs. In comparison, 81% of users in 2018 are using the knowledge base, and it will keep growing in 2023. Customers and Employees now choose to use the knowledge base support to resolve the issue on their own.

47% of corporations that possess a knowledge base saw a positive rise in sales. 45% of companies who took part in the survey say they observed a rise in sales via self-service. At the same time, 54% recorded an upswing in network traffic.

All these data state that a robust knowledge management system is a powerful tool that can help organizations improve their knowledge management processes and achieve their goals and objectives. It helps enhance employee experience and thus is a great way to decrease employee turnover.

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  1. What are the key success factors of knowledge management?
    The key success factors of knowledge management include:
    -Clear goals and objectives
    -Strong leadership and commitment
    -A culture that supports knowledge sharing
    -Adequate resources and funding
    -Effective processes and systems
    -Regular review and evaluation
    -Continuous improvement

  2. How is AI used in knowledge management?
    Two knowledge management tasks taken forward by AI chatbots are:
    -Determining the knowledge areas and topics that your staff will find most useful.
    -Based on real-time interaction and resource consumption, identifying which focused knowledge will appeal to the employee.

  3. Can knowledge management promote organizational learning?
    By providing employees with access to the knowledge they need, knowledge management can help to promote a learning culture within the organization, where people are encouraged to share their knowledge and learn from others. It can also help to identify and fill gaps in knowledge and skills, and to track progress and measure the impact of learning initiatives.

  4. What is the knowledge management cycle?
    The knowledge management cycle is a set of resources that allows companies to discover, gather, enhance, exchange, utilize, preserve, and eliminate knowledge and to adequately support business expansion.

  5. What are the challenges faced in knowledge management?
    Some of the challenges faced in the Knowledge Management process are:
    -Employee disinterest
    -Poor availability of data
    -No leadership
    -No training for employees for using new tools
    -Obsolete and un-updated knowledge management software
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