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Scaling Support Output by 400%: A Case Study on iManage's Use of Writer
Technology Category
- Drones - Flight & Control Systems
Applicable Industries
- Education
- Equipment & Machinery
Applicable Functions
- Quality Assurance
Use Cases
- Inventory Management
- Time Sensitive Networking
Services
- System Integration
- Training
The Challenge
iManage, a leading provider of work product management solutions, faced a significant challenge in scaling their knowledge management resources. The company had a wealth of knowledge to harness, not just from the support team but from the entire organization. However, the process of reviewing and editing content before publishing led to a backlog of articles, hindering their ability to scale and discouraging potential authors. The company needed a solution that would enable them to quickly and efficiently publish quality content, without the need for extensive review and editing. Additionally, they needed a way to ramp up new writers on iManage’s style guides and content guidelines, and to enable a team-publishing model that would allow non-writers to produce great content.
About The Customer
iManage is a leading provider of work product management solutions for law firms, corporate legal departments, and other professional services firms such as accounting and financial services. The company offers a comprehensive suite of software that enables these organizations to manage their work product, including documents, emails, and other types of content. iManage's solutions are used by over 1 million professionals worldwide, including more than 80% of the largest law firms in the world. The company has a strong commitment to knowledge management, with a dedicated team responsible for harnessing the wealth of knowledge within the organization and making it accessible to customers and partners.
The Solution
iManage turned to Writer, an enterprise-grade generative AI platform, to address their challenges. Writer’s training happens securely on a company’s own provided data, ensuring that the resulting content is consistent and on-brand. The platform enabled iManage to empower subject matter experts to author and run their own publication, resulting in nearly a thousand articles published in a year. Writer also provided on-the-fly corrections, helping authors to use terms correctly and adhere to style guidelines without having to remember all the rules or look them up in a large style guide. The tool also incorporated iManage's own terminology catalog, providing guidance to authors and eliminating the need for them to remember the difference between similar terms. The use of Writer allowed iManage to scale their knowledge management resources, growing their team by 100% and increasing their output from 200 to over 1000 articles per year.
Operational Impact
Quantitative Benefit
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