Knowledge Evaluation and Integration Mines Existing Data for Consumer Insight

Do you have existing research that hasn’t been fully leveraged or isn’t well understood? Or do you feel it’s likely that your current business problem could be answered if only you could sufficiently gather the collective knowledge of departments throughout your organization? This is where our Knowledge Evaluation and Integration service offering comes in.

We can help you harvest the knowledge within your organization. This knowledge can reside on paper, in the form of reports and presentations. Or it can be housed in the brains of your valued employees. Regardless of format, we mine and reanalyze data that you have, to understand the comprehensive story that the data is sharing. We then report back to you with all the points relevant for helping you address your current business challenge.

We've found that companies often have the knowledge they need to make a decision, and this process can help fast track them into doing so. It’s also a great method for uncovering holes in the information known, and giving direction on the best ways to go about finding the missing data needed.

Case Study

Client:        Vocollect Healthcare Systems

Assignment
Define what "success" means to the customers of Vocollect Healthcare Systems (VHS). Advise VHS on where future investments in their business and their AccuNurse product should be directed.

Approach
Since much of the "customer success" knowledge that we were seeking was already embedded and understood by members of the organization, we opted to lead the initiative with a Knowledge Evaluation and Integration Workshop. Members from various departments, from product engineering and operations, to sales and training, gathered to first map what they believed “success” meant to the long-term care institutions using their product. We then leveraged our Co-Creation Workshops, hosted with select customers of VHS to validate and prioritize the success elements embedded in these maps.

Subsequent workshops facilitated with the internal team at VHS were designed to identify gaps in the definition of "success" between VHS and their customers. This knowledge helped us to ultimately identify ways that VHS could change their processes and product to further enable customer success.

Outcomes
Results generated have provided Vocollect Healthcare Systems with clear directions on how they can improve their AccuNurse voice-assisted care product, its implementation and support operations to more effectively deliver "success" to their clients.

“Sylver Consulting did a great job in understanding our goal and delivering on our expectations. They helped us with a range of initiatives, from conducting interviews at our client sites, to running a facilitated session at our customer conference, to leading internal workshops with a cross-functional team from our organization. At every phase of the project, Brianna and her team came well prepared. They also adjusted readily as we provided feedback through the engagement about the value we were looking for, and to what extent outcomes were on or off target. The final artifacts of the work still hang on my wall, and help inform us to this day in how we think about and structure customer engagements. Brianna and team were a pleasure to work with, and we got the strategic clarity we needed from the engagement.”

- J. L., VP Products and Implementation Services, Vocollect Healthcare Systems, Inc.