Supporting your team to achieve great results
Projex Unlimited principal Suzie Patrick is an independent contractor with no financial ties to Hindin Communications Ltd (Hindin), the Christchurch, New Zealand company whose main product is knowledgemanagement software package KnowledgeBase. Nevertheless, when Hindin sells the software Suzie's services are an integral part of the deal according to Hindin marketing manager David Johnstone.
The company recommends Suzie because she has achieved consistently good results in implementing the software successfully.
"She's skilled in staff training, practical customer services skills and change management. If an organisation says they don't need Suzie for the implementation phase we question them pretty closely about whether they've got the necessary resources and people. Contracting Suzie is more than just a recommendation on our part."
The software is designed to lodge and track requests for service and information, hold frequently asked questions and key contact information and provide reporting and monitoring on customer contact. It has proved popular with organisations with a special interest in customer service including local bodies, educational institutions and government departments.
David said KnowledgeBase itself was easy to use and little end-user training was required. But it was only as useful as the information put into it. Getting information out of staff members' heads and into KnowledgeBase was a major task and a delicate one. Sharing knowledge could be threatening for staff who foresaw change in their work roles. Suzie's understanding of people, change management and career development successfully bridged the gap.
"Although she calls herself a consultant she's far too practical for that! She's a high energy, roll-up-your-sleeves person and communicates well with everyone from Chief Executive to the proverbial tea lady," David said.
It's little wonder that Suzie knows KnowledgeBase so well - it was originally her baby. While working in information technology at the Dunedin City Council in 1995 Suzie was instrumental in developing the software's prototype, also called Knowledgebase and still used by the DCC.
KnowledgeBase has grown into virtually Hindin's sole focus, and David says Suzie's expertise is invaluable in ensuring customers get the best out of the product.
Note: Projex does not have any financial or preferential arrangement with Hindin or any other supplier or vendor of communications (information technology) equipment or services. The advice Projex provides is objective and free of bias.