Achieving Consistent Employee Performance through Standard Knowledge Base: A Zen Media Case Study
Technology Category
- Sensors - Level Sensors
Applicable Industries
- Education
- Equipment & Machinery
Applicable Functions
- Quality Assurance
- Sales & Marketing
Use Cases
- Predictive Quality Analytics
- Virtual Training
Services
- System Integration
- Training
About The Customer
Zen Media is a new-generation public relations firm specializing in the tech niche. Established in 2009, the company is known for capturing key moments in a brand's life and turning them into the talk of the town. Zen Media offers results-driven PR services to both B2B and B2C brands globally. The company measures the performance of its PR campaigns to understand their efficiency and round up the numbers. Despite having a series of great products that catered to their clients' needs, Zen Media lacked an operational structure, which was a significant challenge.
The Challenge
Zen Media, a public relations firm based in Dallas, Texas, was facing a significant challenge in maintaining consistency in its operations. The company had a variety of business processes, but they were scattered and lacked uniformity. Employees were left to figure out their own processes, leading to disorganization and inconsistency. The company's Chief Marketing Officer, Stephanie Chavez, recognized the need for a more structured workflow to help the company achieve its goals as a team. The main pain point was the lack of a central knowledge base. Employees relied on tribal knowledge, which led to operational bottlenecks when those with the necessary knowledge were unavailable.
The Solution
The solution to Zen Media's challenge came in the form of SweetProcess, a software tool recommended to Stephanie Chavez during a marketing class. SweetProcess helped Zen Media create a standard knowledge base and streamline its operations. The software played a crucial role in the company's scaling process, particularly in employee onboarding and training, quality control and assurance, and the creation of a standard knowledge base. New hires could easily access standard operating procedures in the system, eliminating the need for rigorous onboarding. The software also ensured quality assurance by creating uniformity in organizational output. Finally, SweetProcess allowed Zen Media to create a knowledge base containing all processes in their organization, ensuring that work could continue even in the absence of certain team members.
Operational Impact
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