SweetProcess > Case Studies > Overcoming Tribal Knowledge: TechQuarters' Journey to Streamlined Business Processes

Overcoming Tribal Knowledge: TechQuarters' Journey to Streamlined Business Processes

Technology Category

Infrastructure as a Service (IaaS) - Cloud Computing

Applicable Industries

Education
Equipment & Machinery

Use Cases

Time Sensitive Networking
Virtual Training

Services

Cloud Planning, Design & Implementation Services
Training

About The Customer

TechQuarters is a London-based IT company that assists businesses in leveraging cloud solutions to meet their IT needs. As a leading supplier of Microsoft Solutions, one of its core offerings is Microsoft Cloud Solutions. The company provides guidance on how to utilize each function of cloud technology to their advantage, offering well-crafted training solutions and a dedicated customer support team. TechQuarters prides itself on working alongside businesses to understand their services better and help them achieve their goals. The company, which currently has over 43 employees, is committed to helping small- to medium-sized businesses seize opportunities in the cloud.

The Challenge

TechQuarters, an IT company specializing in cloud solutions, faced a significant challenge as their business began to grow. The company was grappling with the issue of tribal knowledge, where information was held by individuals rather than being accessible to the entire team. This lack of a centralized system for business processes and procedures was causing inefficiencies and inconsistencies in their operations. The team had to repeatedly teach each process to new employees, which was time-consuming and led to variations in how tasks were performed. Furthermore, the manual documentation of processes and procedures was proving inadequate as the company expanded and had more customers to cater to. The team needed a solution that would streamline their operations and enhance their employees’ efficiency.

The Solution

TechQuarters found their solution in SweetProcess, a workflow software that allowed them to distribute knowledge evenly among their team members and create a more efficient workforce. The software offered the flexibility they needed to consolidate various items that were scattered across different places, making operations smoother. SweetProcess enabled TechQuarters to document usable processes and procedures, creating comprehensive and easy-to-use guides that employees found helpful. The software also served as a centralized knowledge base, ensuring that all employees, both new and established, could access any work instruction they needed. This eliminated the problem of tribal knowledge and made tasks easier for new employees. Additionally, SweetProcess proved to be a valuable tool for employee training, onboarding, and offboarding, and allowed for clear document versioning.

Operational Impact

The implementation of SweetProcess has brought about significant operational improvements at TechQuarters. The software has effectively eliminated the issue of tribal knowledge, ensuring that all employees have access to the information they need to perform their tasks efficiently. This has not only streamlined operations but also improved consistency in how tasks are performed. The centralized knowledge base has made it easier for new employees to get up to speed, reducing the time and effort previously spent on teaching each process. Furthermore, SweetProcess has enhanced customer satisfaction by enabling the team to deliver on their promises more effectively. The software has also been instrumental in training new employees and preparing established employees for new roles or responsibilities.

Quantitative Benefit

TechQuarters plans to double their business in the next two to three years with the help of SweetProcess.
The company has over 43 employees, all of whom now have access to a centralized knowledge base thanks to SweetProcess.
The software has allowed for clear document versioning, reducing confusion and improving efficiency.