Press Release - Knowlix Corporation Company Profile Lockheed Martin Chooses Knowlix Solution to Assist in Client Support Global Technology Company Reduces New Analyst Training Time with iKnow™ Knowledge Management Software DRAPER, UT—August 9, 1999—Knowlix Corporation today announced that Lockheed Martin has implemented an iKnow knowledge management solution. Since implementing the iKnow solution, the outsourced support team has been able shorten the training cycle of new support analysts 50 percent, from six weeks to three weeks. Lockheed Martin integrated iKnow, iKnowAuthor™ and iKnowBuilder™ software from Knowlix with its existing Remedy® AR System™ to support a global textile manufacturer that was reengineering its internal systems. "Training our new support analysts was taking about six weeks because of the amount of information we had to cover, and this time was expensive for our center," said Chris Kern, customer support analyst for Lockheed Martin. "With iKnow, even the newest analysts can find what they need after just a few days on the job, and they like having access to all the expertise of more seasoned employees without always having to ask for help." The Knowlix solution helps Kern's team train more efficiently because his new support employees have access to a centralized knowledgebase where they can find the correct answers to their questions quickly and easily. "Lockheed Martin faced the challenge of providing 24x7 technical support to 3,000 of its client's employees," said Paul Ahlstrom, President and CEO of Knowlix Corporation. "Our customers have consistently found that a Knowlix knowledge management solution is instrumental in keeping everyone in the support center on the same page." The iKnow solution helps support analysts at Lockheed Martin respond consistently by accessing a single knowledgebase, which is updated regularly. iKnow software also helps analysts reduce their call times because they can find relevant information when they need it. "Because there are multiple shifts through the 24-hour period, it was impossible to update all of our support analysts every time there was new information," said Kern. "And updates were particularly difficult since everyone was using his or her own database of favorite responses." … At the beginning of the installation, Lockheed Martin converted individual support databases into a single, centralized knowledgebase using iKnowBuilder software. This central knowledgebase is accessible to everyone on the support team. With iKnow software, the team captures the knowledge of its seasoned employees and uses that knowledge to train new employees. About Lockheed Martin Headquartered in Bethesda, Maryland, Lockheed Martin is a highly diversified global enterprise principally engaged in the research, design, development, manufacture, and integration of advanced-technology systems, products, and services. The Corporation's core businesses span space and telecommunications, electronics, information and services, aeronautics, energy, and systems integration. Employing more than 165,000 people worldwide, Lockheed Martin had 1998 sales surpassing $26 billion. Through Integrated Business Solutions, Lockheed Martin offers commercial clients a broad range of information technology solutions. For more information, visit www.ibs-lmco.com. About Knowlix Corporation Knowlix makes affordable knowledge solutions for internal help desk environments. The iKnow family of software from Knowlix integrates seamlessly with support management tools so technicians can execute a search and post a solution without leaving their workflow. Built on mature technology, iKnow software lets users access multiple knowledgebases simultaneously and create new knowledge real-time for immediate searching. Plus, iKnow software delivers fast access to relevant knowledge by searching prepackaged knowledgebases. For more information, visit www.knowlix.com or call 800-733-2019. Knowlix, Knowlix Corporation, iKnow, iKnowAuthor and iKnowBuilder are trademarks of Knowlix Corporation. All other companies products or services are trademarks or registered trademarks of their respective owners. http://www.knowlix.com Contact: Bruce Law VP, Corporate Communications Knowlix Corporation 801-924-6200 Noelle Cahow Connect Public Relations 415-222-9691 Search the News Archives Home | Daily Report | Resource Center | Company | Affiliations | Research | Contact Us © 1998 Real Market Research Corporation.          Real Market is a registered trademark of Real Market, Inc.