Support in the “moment of need”
Based on how well tt performance suite worked for supporting SAP applications, Jens Bertram wondered how he could use it for other IT applications and make it accessible to a larger number of users.
He initiated a smart internal marketing campaign with banners, infopoints and short links to the internal social network. “Usually I do not advertise IT projects,“ adds Bertram. Anyway, ignoring this “rule” paid off – he acquired a whole network of key users with his approach. Today, over 14,000 documents have been created and updated by more than 800 eLearning authors – typically the subject matter experts, who now have a very useful home for their knowledge and innovative ideas. Authors create content simply by recording the steps it takes to complete a process. The time-saving recording technology allowed Continental to create 10 times the content compared to the time before tt knowledge force had been introduced. Also, it allows for transferring expertise into digital content without additional headcount.
The combined efficiency and usability of tt performance suite spread like wildfire. Bertram confirms, “there is no other tool that distributes knowledge as fast and focused as QuickAccess – the super easy access and reach are without any competition.” Soon the project gained top management attention, which made it easy to implement solid application support structures.
With more and more employees knowing about tt performance suite, innovative ideas came in big time e.g. What about integrating links into QuickAccess that allow direct access to the Continental internal wiki, the chatbot and other sources of learning, support and knowledge? Why not implement a direct connection to the ticketing system through QuickAccess? As a result, a whole string of innovations supporting the notion of a “single source of truth” were realized within the project at Continental.