ERP Knowledge Management in '24: 6 use cases & case studies

Today, 53% of business leaders consider ERP as a priority investment. Yet, 40% of executives struggle to access, analyze and use enterprise enterprise and customer data due to the complexity of ERP systems.¹

Knowledge management can help overcome this challenge by providing a guideline to manage and use information in your ERP systems easily.

Therefore, in this article, we will cover what ERP knowledge management is, its use cases, case studies and benefits. 

What is ERP knowledge management?

Enterprise Resource Planning (ERP) knowledge management refers to effectively managing and utilizing the knowledge and information generated through an organization’s ERP system.

An ERP system is a software platform that integrates various business processes and functions, such as: 

• Finance
• Accounting
• Human resources
• Inventory management
• Customer relationship management. 

ERP knowledge management involves capturing, organizing, storing, and sharing the knowledge and information generated through these processes.

What are the benefits of ERP knowledge management?

There are several benefits of ERP knowledge management, including:

1. Improved decision-making: ERP knowledge management provides access to timely, accurate information to help decision-makers make more informed and strategic decisions.
2. Increased efficiency: ERP knowledge management can help streamline business processes and reduce redundant efforts by ensuring employees have access to the information needed to perform their tasks efficiently.
3. Enhanced collaboration: ERP knowledge management can foster collaboration among employees and departments, improving teamwork and productivity by providing a central location for knowledge sharing.
4. Higher quality output: ERP knowledge management can help ensure employees use the system correctly and efficiently, resulting in higher quality output and improved customer satisfaction.
5. Cost savings: By reducing the need for redundant efforts and improving overall efficiency, ERP knowledge management can lead to cost savings for the organization.
6. Improved employee satisfaction:  ERP knowledge management can increase job satisfaction and employee retention by providing employees with the knowledge and tools they need to perform their jobs effectively.

6 Use cases & Case Studies of ERP knowledge management

Here are 6 ways to use knowledge management for ERP:

1. Create a centralized knowledge repository

All relevant knowledge related to your ERP system can be stored in a knowledge repository.  These central knowledge locations can include user manuals, training materials, policies and procedures, best practices, FAQs, and troubleshooting guides. A central knowledge repository provides easy access ERP related information. 

For example, Siemens AG, a global technology company, created a repository while implementing an ERP system to improve its financial management processes. ² The repository included training materials, best practices and many other resources to help employees use the system effectively, increasing efficiency and productivity in the company. 

2. Encourage knowledge sharing 

92% of ERP-users in a survey complained about the difficulty of data sharing. ³ To overcome this challenge, organizations can create practice communities where employees can share their experience and knowledge of ERP systems. These communities include:

• Discussion forums
• Blogs
• Workshops
• Training sessions 
• Collaborative platforms

These efforts enable employees to raise questions, share their best practices and tips, and offer feedback to others. Such knowledge sharing provides a regular check on knowledge management best practices and improves how employees interact with ERP systems. 

3. Implement a continuous improvement process

Another common use case of ERP knowledge management is developing a continuous improvement cycle based on employee feedback and insights. Organizations can run regular surveys and organize user feedback sessions. 

By analyzing employee experience, businesses can upgrade, update, and enhance their ERP system. 

4. Use analytics and metrics 

Organizations develop metrics and analytics to enable data-driven decision-making in their business. The same approach can be implemented to measure the effectiveness of ERP knowledge management. Some of these metrics include:

• User adoption rate tracking
• User satisfaction measures
• System performance monitoring (For more, see Figure 1). 

These KPIs allow businesses to identify pain points and optimize ERP systems.   

5. Provide training programs

Figure 2 shows that lack of knowledge and skill training is the top reason ERP usage and performance have failed. 

Organizations must develop training programs to ensure employees have the knowledge and skills to use their ERP systems effectively. These training programs may include: 

• Formal training sessions
• Online courses
• Workshops
• Certification programs
• Informal coaching and mentoring 

6. Help desk and support services 

Organizations can create a system to provide constant services to assist users with their ERP system issues. Such support services can be in the form of:

• Phone support
• Chat support
• Email support.

For instance, Coca-Cola Enterprises (CCE) is the world’s largest bottler of Coca-Cola products, operating in 13 countries. ⁶ The company implemented an ERP system to improve its business processes. Also, it developed a knowledge management program to help employees use the system effectively. The program included a knowledge portal with training materials, best practices, other resources, and a help desk and support services. As a result, CCE increased its operational efficiency and reduced costs.

Further reading

Learn more on knowledge management systems and tools:

• Top 10 Knowledge Management Tools: in-Depth Guide
• Analysis of Enterprise Search Engine Market & Best Software
• Insight Engine vs. Enterprise Search: 7 Key Differences in 2023

External Links

• 1. Roul, Rajendra (2021).  “60 Must-Know ERP Statistics Before Making a Buying Decision.”G2. Revisited April 17, 2023.
• 2. Heier, H., & Strahringer, S. (2006). “Knowledge management systems and organizational change management: the case of siemens sharenet.” In Practical Aspects of Knowledge Management: 6th International Conference, PAKM 2006, Vienna, Austria, November 30-December1, 2006. Proceedings 6 (pp. 97-105). Springer Berlin Heidelberg. Revisited April 17, 2023.
• 3. Roul, Rajendra (2021).  “60 Must-Know ERP Statistics Before Making a Buying Decision.”G2. Revisited April 17, 2023.
• 4. Chang, S. I., Yen, D. C., Ng, C. S. P., Chang, I. C., & Yu, S. Y. (2011).  “An ERP system performance assessment model development based on the balanced scorecard approach.” Information Systems Frontiers, 13, 429-450. Revisited April 17, 2023.
• 5. Veeraperumal, Vijayasanthiri. (2020). “CHALLENGES OF KNOWLEDGE MANAGEMENT FOR IMPLEMENTING ERP PROJECTS IN SMEs.” Researchgate. Revisited April 17, 2023.
• 6. Malik, T. A., Khan, H. U., Shah, A., & Gul, S. (2010). “Performance measurement using distributed performance knowledge management system: Empirical case study of Coca Cola Enterprises.” International Review of Business Research Papers, 6(1), 250-282. Revisited April 17, 2023.