CASE STUDY #1
Merged Company Uses Its Combined Knowledge Base To Strengthen Customer Support and The Group As A Whole

(Infologics’ notes with excerpts from "Checking out Customers’ Needs After The Deal", The Dealmaker’s Journal, Nov/Dec 1997, Vol 32/Number 3)

After the deal, a Merged Company coped with its organizational change in a positive way. As the merger unfolded, the "new" organization felt that to be successful in its transition, it had to take into consideration the thoughts and opinions of its customers, both old and new.

"A daunting task that so many other merging businesses found themselves facing was how to combine the knowledge and cultures of two highly successful, independent, and different organizations, and then move forward without disrupting the loyal customer base."

"The immediate challenge facing the field sales force was how to take individuals from two organizations with very different cultures and combine them into a cohesive group working toward the same goals and objectives."

Perceptions from customers were gathered, producing a vast array of useful information. Cross-training and mentoring areas were documented. The new organization now had a group of sales professionals with different experience levels and skills married with an organization that had more computer skills and process knowledge.

The new company invested in new technology to give it an advantage. Reps and other employees were able to retrieve information more quickly. This collaborative marriage resulted in two organizations being able to share knowledge, as well as focus on customer feedback.

Emphasis remains on the core element – being responsive to customers.

REMARKS: Infologics’ contribution is to create a synergy between merging companies’ records, products, people and processes. Our USC translates key electronic and paper documents (active and archived records) using the patented Uniform Subject Classification (USC™) System. USC classifies and brings together all related information. It’s a tool an organization can quickly apply to store, retrieve, and share information. USC translates all existing indexing systems in use. It does not require changes in existing methods of categorizing. The system formulates the kind of Knowledge Management program that is beneficial to the entire enterprise.