L2U Implemented L2U InKnowledge Knowledge Base in Notamedia

2022: Implementing L2U InKnowledge

On February 17, 2022, L2U announced the implementation of the L2U InKnowledge solution at Notamedia.

Notamedia is an international integrator and digital agency. It works in two areas: as a full-cycle agency, offering web and mobile development, design and branding services, and as an integrator implementing CRM, ERP, BI systems, software development and digital marketing development.

The main objective of the project was to reduce the time spent on finding and sharing information among staff, and to consolidate and systematize all the work materials and knowledge of different departments on one resource.

Before the introduction of the knowledge base, company employees used Google documents, stored working information on disk and personal computers. This was inconvenient both in personal use and in collaboration. Many folders and copies of documents made it difficult to find the necessary information to get up-to-date data, often you had to contact colleagues.

In connection with the multiple scaling of the cross-functional team, having studied everything for and against, Notamedia decided to create a common knowledge base and integrate it into the corporate portal based on Bitriks24.

The project began in May 2021. Despite the desire and willingness of the vendor to help, the integrator insisted that employees do their own configuration and filling of the system. Before bringing the solution to market, it was important for Notamedia to check whether it was really as simple as the developers say.

There were no difficulties in the process of configuring the system, the company's employees quickly coped with the task.

The project was divided into 2 parts: first, the Knowledge Base was deployed as a standalone solution, then it was integrated into the enterprise portal on Bitriks24.

Full integration, system setup, initial training and content filling took only 2 months. After the implementation of the system, employees quickly adapted to the changes and began to use it.

Separately, an expanded training course was held for seals of Russian and international offices. One of the values of Notamedia as an integrator is that all specialists working with customers should not only know the general functionality and distinctive features of the systems that they offer, but also really understand the settings and be able to work with the product.

When working with a knowledge management system, it is important to build a simple and intuitive structure initially, then the system will maintain order and work in it conveniently. In Notamedia, all content was divided into the following categories:

"Processes and Regulations" contains step-by-step instructions on the main business processes: how to work with the intranet portal, conduct transactions in the CRM system, process absences or vacations, submit applications for personnel recruitment, negotiate contracts, propose ideas and changes, and much more. This section is used by all employees of the company. It helps from the very first days to understand how the "inner kitchen" in Notamedia is arranged.

The wiki section stores specifications and documents for developers. Here are general principles and standards for working with code, projects, tasks and many others.

For marketing materials, presentations, design sources, maintaining an archive of published articles and press releases, a section "Marketing" has been created.

HR also uses the portal and stores in the relevant section everything that is needed for collaboration: information for recruiters and new employees, various documents and questionnaires on vacancies, regulations and instructions for HR and much more. There are clickable links in the articles, where you can navigate to another document that is in the knowledge base, as well as to some section in Bitrix24 itself.

The creation of the knowledge base made it possible to implement a current approach to content in the company - including its generation. Once all company documents have been merged into a single information space, the information is added structured and searchable.

The knowledge base is InKnowledge used by all employees of the company (about 180 people).

{{quote 'author
= told Tatyana Penetova, CEO and HRD Notamedia.|"We always test digital solutions and products of our partners in the loop of our own business before offering them to the market and customers. Listen2U is one of Notamedia's significant partners. We introduced the knowledge base InKnowledge in mid-2021. And in mid-February 2022, we see that the time of employees to search and exchange information was significantly

reduced

We integrated the service with our corporate portal on Bitrix24 and created a single, simple data library that is constantly updated. All documents, regulations, business process descriptions are now available in single window mode from any device. This not only simplifies the work of teams, but also facilitates the process of onboarding and training new employees.

In addition, the Wiki for Developers section is available in the knowledge base. It helps maintain a code and project culture in distributed teams: our IT specialists from Kaliningrad to Vladivostok use Wiki as a "desktop book."

Therefore, our knowledge base is undoubtedly one of Notamedia's important assets, "-}}

The peculiarity of the InKnowledge is that in addition to storing documents and quickly searching them, the system allows you to build scripts and connect various communication channels in the designer mode, for example, telephony, chat bots or voice assistants, instant messengers, etc. Thus, the load on the support service is reduced, operating costs are reduced, and incoming customer appeals are closed faster and better.

Notamedia plans to develop the direction of technical support in one of the foreign representative offices, where InKnowledge will be able to act as a platform for Service-desk.