Quantified KM success story #71, J D Edwards

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Taken from here

Question (Madanmohan Rao):
What have been the Top Three benefits of your KM system?
  

Answer (Jennifer Saldanha, senior manger of web communications and services for J.D. Edwards):
 1. Efficiency improvements and reduced cost. We recognized a US$5 million annual savings in time and paper costs.
 2. Content Manager, an internally developed document management tool, streamlined content authoring of complex documents that delivered over US$5 million to the bottom line in 2001.
 3. Improvements to customer self-service via the extranet, resulting in a cost savings for customer self-service calls. By 2002, 15% of customer queries were handled via self-service on the Knowledge Garden.