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.