The Cure for Bad Knowledge Management: A Novo Nordisk Case Study
The Problem: A Critical Need for a Healthy Knowledge System
For a leading global pharmaceutical company like Novo Nordisk, with over 64,000 employees dedicated to fighting chronic disease, internal inefficiency is not an option. Yet, their knowledge management system was causing significant friction. Built on a standard ServiceNow platform, their knowledge base was filled with dense, text-heavy articles that were difficult to read and even harder for authors to create. This resulted in low employee adoption of self-service tools.
Instead of finding answers themselves, employees were flooding service centers with repetitive questions, draining resources and slowing down productivity. The system lacked the tools to create user-friendly, interactive content, leading to a poor user experience that failed to engage its audience. For a company at the forefront of health innovation, their internal knowledge system was falling critically behind, unable to provide the consistent, accessible information their global workforce deserved.
The Solution: Prescribing a Powerful Dose of Engagement with Amaze
Novo Nordisk knew they needed a powerful remedy. They turned to Intellective and implemented Amaze, our premier application built to revolutionize the ServiceNow knowledge experience. Amaze was the prescription that allowed Novo Nordisk to move beyond static text and build a truly dynamic and engaging content hub.
Our platform empowered their content authors, regardless of technical skill, to:
Create Visually Rich Content: Using intuitive templates, interactive components like accordions and tabs, and seamless video embedding, authors could finally build articles that were engaging and easy to digest.
Streamline and Enhance Writing with AI: The integrated Amaze AI Suite provided authors with tools for grammar checking, tone modification, and even translation, dramatically improving the quality and speed of content creation.
Maintain Perfect Brand Consistency: Powerful governance features and a centralized asset library ensured that all content remained perfectly on-brand, building trust and a seamless user experience.
Gain Actionable Insights: The Amaze Analytics Dashboard provided a clear view of article performance, keyword searches, and knowledge gaps, allowing the team to make data-driven decisions to continuously improve the platform.
The Benefits: A 105% Surge in Health and Efficiency
By implementing Amaze, Novo Nordisk didn't just improve their knowledge base; they revitalized their entire employee self-service strategy. The results show a remarkable recovery and a thriving system:
Explosive Employee Engagement: They achieved a massive 105% year-over-year increase in article views, proving that employees were now actively seeking out and consuming knowledge.
Increased Portal Adoption: The number of full-time employees using the portal grew by 9%, cementing it as the central, trusted source for information.
Empowered and Efficient Authors: The company successfully enabled less technical authors to create professional, interactive content, consolidating multiple articles into single, highly effective resources.
Strategic Platform Dominance: The enhanced ServiceNow portal became the go-to hub for all HR-related content, successfully competing with and outshining other internal platforms like SharePoint.
Is Your Knowledge Base in Critical Condition?
If you're struggling with low engagement, frustrated employees, and an inefficient knowledge management system, it's time for a new treatment plan. Let us show you how to achieve the same healthy, transformative results as Novo Nordisk.
Book a call with an Intellective expert today to diagnose your knowledge management challenges and discover how Amaze can be the cure for your business.