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- Fares Laroui
- September 11, 2019
Why knowledge management is an important pillar of your digital workplace
With the growing expectations of tech-savvy employees and the changing dynamics in the workplace, organisations are under constant pressure to introduce the latest technologies at work.
The last decade was characterised by the increasing popularity and spread of platforms and business-specific applications like enterprise social networks (ESN), knowledge management systems (KMS) and others. This led to business tools overload and a significant decrease in productivity.
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As a result, digital workplace solutions made their way into the workplace as an alternative that can – to a degree – encompass all of these applications and platforms.
In this blog post, we will discuss knowledge management systems and why it is important to have one in your digital workplace.
Knowledge management in general refers to the process of acquiring, storing and sharing information from several sources and making it readily available to exploit and evolve in a simple way.
A built-in knowledge management system can improve your organisation in the following ways.
1. Boost productivity
The increasing number of tools used within the workplace – such as emails, chat applications and even social media platforms like Facebook and Twitter – makes it extremely challenging for employees to locate and find the information they need. In fact, according to the International Data Corporation, a typical employee spends 2.5 hours or approximately 30 per cent of the work day locating information. This can eventually lead to a significant decrease in productivity and high costs.
An integrated knowledge management system will help reduce the time spent by your employees looking for information. Your employees can build a rich knowledge base that contains all types of knowledge – documents, videos, images and so on. Whenever a user is looking for information, they can use the search functionality to easily find what they want.
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2. Facilitate employee onboarding and continuous learning
Employee onboarding is often a tricky task for organisations and it gets even trickier if you do not have the tools to support such demanding programmes. Whenever the subject of onboarding and continuous learning is brought up, we tend to directly focus on learning management system, which provide employees with training via different methods. Learning management systems are part of knowledge management as a whole. They allow instructors to organise and manage training material in a centralised location.
A knowledge management system, on the other hand, enables users (regular employees or instructors) to store all types of knowledge in a single location. This allows users to revisit training material, whether documents or video tutorials, at any time. This helps newcomers and employees to access information in a quick and timely manner, learn more about the company and make better informed decisions.
3. Reduce duplicated knowledge
The use of multiple tools and applications in the workplace can lead to data loss and duplicated knowledge. Imagine working on a task for days, only to find out that one of your team members did the same thing a couple of months ago. You will certainly feel frustrated because you could have used the time to work on other tasks or build on what has already been done. Ensure a seamless workflow and eliminate duplicated efforts by incorporating a knowledge management system that encourages the use of active recall and spaced repetition, minimizing the risk of redundant tasks.
An integrated knowledge management system with a robust search engine will help avoid this issue. Once the data is organised in a centralised location, you will be able to easily locate what you are looking for with a simple search query.
4. Increase customer service and support
Whenever we interact with a customer support or service agent, we always expect to get answers instantly. This puts extra pressure on businesses to provide their workforce with the latest technologies that will enable them to give assistance in a quick fashion.
One such technology is Sendbird, a toolkit designed specifically to aid developers in integrating a live chat feature for customer service into their offerings. By incorporating live chat, businesses can increase their customer service capacity and offer instant, cutting-edge support. In combination with a comprehensive knowledge management system, this kind of interactive feature can optimize information dissemination and make it more user-friendly, easily navigable, and highly efficient.
With an integrated knowledge management system, customer support and service agents can gain quick access to a rich knowledge base. This base may include questions frequently asked by clients, information about products or services and other useful information. Clients can get their answers quickly and support agents will be able to deal with more requests effectively.
Every digital workplace implementation initiative is driven by a number of factors. Facilitating knowledge sharing and the exchange of expertise represents one of the main factors that push organisations to adopt a digital workplace solution.
In this blog post, we covered the various benefits a knowledge management system can bring to your organisation. Make sure to read our previous posts on this topic and take a blog tour to keep up with our latest news.
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FAQ
You will find here Frequently Asked Questions about Knwoledge Management Software (KMS) with all the answers in one place.
🤔What is Knowledge Management Software?
Knowledge Management Software (KMS) is a technology solution that helps organizations capture, organize, share, and make the most of their collective knowledge. It acts like a corporate brain—a centralized hub where employees can access company policies, project documentation, best practices, technical specifications, FAQs, and other critical information.
➝ See the full definition of Knowledge Management Software (KMS).
✨What are different types of Knowledge Management Software?
Knowledge Management Software (KMS) comes in many forms, each tailored to different needs, audiences, and organizational goals. No single tool fits every use case—some focus on customer-facing knowledge, others on internal collaboration or AI-powered discovery.
Below is a guide to the main types of Knowledge Management Software and what makes each one unique.
- Enterprise Wikis
- Knowledge Bases / Help Centers
- Community & Q&A Platforms
- Document Repositories & Document Management Systems (DMS)
- Search & Discovery Platforms
- AI-Assistant Layers
- Digital Workplace Suites
➝ Find out the different types of Knowledge Management Software.
🚨Why Knowledge Management Software is Important?
Knowledge Management Software (KMS) is more than just a digital repository—it’s your organization’s searchable brain. It centralizes policies, how-to guides, troubleshooting steps, customer answers, R&D notes, and “tribal knowledge” (the know-how that lives in employees’ heads) all in one place. A robust KM system transforms scattered information into actionable knowledge, helping teams work smarter, faster, and more collaboratively.
Here’s why Knowledge Management Software matters:
- Faster Onboarding & Time to Productivity
- Reduced Duplicate Work
- Improved Customer Service
- Better Decision-Making & Innovation
- Preserves Institutional Knowledge & Ensures Compliance
- Operational Efficiency & Productivity Gains
- Harnessing AI for Smarter Knowledge
- Fosters a Culture of Learning and Innovation
🙌What are the Key Benefits of Knowledge Management Software?
Knowledge Management Software (KMS) delivers measurable, organization-wide impact. Beyond simply storing information, a well-implemented KMS improves productivity, speeds up problem-solving, preserves expertise, and fosters a more connected and innovative workplace.
Let’s explore the key benefits and outcomes businesses can expect when adopting a robust knowledge management strategy.
- Increased Productivity and Efficiency
- Faster Customer Support and Resolution Rates
- Reduced Onboarding Time and Training Costs
- Preservation of Institutional Knowledge
- Improved Collaboration and Cross-Team Alignment
- Standardized Processes and Compliance
- Strengthened Culture and Employee Engagement
- Innovation and Continuous Improvement
- Tangible Financial ROI
➝ Find out the Key Benefits of Knowledge Management Software.
👌How to Choose the Right Knowledge Management Software?
Knowledge is one of the most valuable assets of any organization. But in today’s fast-paced, hybrid work environments, simply having information isn’t enough. Teams need the right Knowledge Management (KM) software to capture, organize, share, and retrieve knowledge efficiently. The right tool can boost productivity, improve onboarding, accelerate problem-solving, and even enhance customer experience. Choosing it, however, requires more than comparing features—it’s about matching the software to your team’s workflow, culture, and long-term goals.
This guide will help you evaluate Knowledge Management tools effectively, provide a detailed feature checklist, and offer practical recommendations to ensure adoption and impact.
- Core Capabilities to Look For
- AI & Automation Capabilities
- Integrations & Architecture
- Governance & Enterprise Scale
- Adoption & User Experience
- Commercial Considerations
- How to Match KM Software to Your Team
➝ Find out the best way How to Choose the Right Knowledge Management Software.
I am a product marketing specialist at eXo. My role is to assist marketing and sales teams in their operations and present our digital workplace solution to the world. I mainly blog about the latest tech trends, digital transformation, internal communication and how to navigate through eXo Platform.
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