2015 Asia-Pacific Gold Winner – iTalent Corporation
Company: iTalent Corporation, Santa Clara, CA USA
Category: New Products & Services: Business-to-Business Services
Entry Title:Social Knowledge Management (SKM)
iTalent pioneered and coined the term Social Knowledge Management (SKM) as a new service representing the convergence of Enterprise Collaboration, Knowledge Management, and Content Management. This innovative, award-winning service helps companies identify and unlock valuable knowledge assets and intellectual capital created by their employees.
The SKM solution was first implemented for the benefit of Cisco's Technical Services organization. The iTalent team in partnership with Cisco created an innovative community called Tech Zone as a means to help support engineers accelerate time to expertise, reduce the mean time to case resolution, facilitate collaboration among 3,500 support engineers deployed across over a dozen global support centers that cover 180 countries, and provide reusable knowledge that reduces the cost to provide support to its customers.
While the features include over 100 different customizations, highlights include:
• Collaboration – allowing engineers to collaborate on complex issues to solve customer problems faster.
• Integrated Workflow – building a solution that integrates into the organization’s existing CRM and processes rather than creating a stand alone solution.
• Knowledge Creation and Re-use – capturing knowledge and intelligently surfacing solutions so engineers are not answering the same problem across different teams over and over again.
• Reputation and Rewards – employ ranking, leaderboards, and points to encourage participation and recognize expertise.
This initiative help Cisco save over $10 million in case avoidance in 2014 with an anticipated return of $32 million over 3 years, reduce escalations by 42%, and lowered time-to-case resolution by 32%. Moreover, this solution helped the client win the 2014 Forrester Groundswell Awards as well as the Lithy award for Best Technical Community, beating a number of other submissions from otherFortune 500 companies.
Recently, we also received the honor of winning the Best in Biz 2014 International Award as well. This service was recognized as a Gold Winner for the Most Innovative Service of the Year. We also received the Stevie Women in Business Bronze award for Best Product / Service of the Year.
Based on our ground-breaking work in the social space, iTalent not only published a book, but was also invited to lead the Center for Social Knowledge (CSK) at Wichita State’s Applied Technology Acceleration Institute. Through this partnership, we are now providing student with experiential learning where they will gain valuable skills and experience with the latest technologies as they prepare to enter the workforce.
iTalent is a leading global technology consulting services and system integration company with an intimate understanding of our clients’ business needs. We leverage global capabilities to provide innovative and flexible resource solutions with “white glove” service to help organizations of all sizes overcome their unique challenges. iTalent is privately held with corporate headquarters in Santa Clara and offices around the US and Asia. For more information, visit http://www.italentcorp.com.
Best in Biz 2014 International Award
iTalent’s Partnership with WSU ATAI Center for Social Knowledge
2014 Forrester Groundswell Award for Employee Empowerment
2014 Stevie Women in Business Awards
iTalent Announces Social Knowledge Book Launch