A commercial services company in New Zealand with faced operational inefficiencies due to fragmented internal processes and documentation. With information scattered across notebooks, documents, and various digital locations, staff struggled to access consistent and reliable data. The company engaged OneHQ to centralize its knowledge and streamline access for its team.
The lack of a centralized knowledge base led to repeated errors, duplicated effort, and delays in service delivery. Staff relied on tribal knowledge and informal documentation, which made onboarding new employees difficult and hindered day-to-day operations. The company recognized the need for a structured, accessible, and scalable solution to manage its internal processes and documentation.
OneHQ initiated a consultation process to understand the scope and nature of the company’s existing documentation. Through workshops and interviews, OneHQ mapped out the various sources of information and identified key operational workflows. The goal was to consolidate all relevant data into a single, searchable platform that could be accessed intuitively by staff.
OneHQ conducted a comprehensive review of the company’s documentation practices. This included identifying where information was stored, how it was used, and who accessed it. The assessment revealed a heavy reliance on manual note-taking and inconsistent digital records. OneHQ also evaluated the company’s Microsoft 365 environment to determine the best integration path.
Findings were presented to the company’s leadership, highlighting the inefficiencies and risks associated with their current documentation practices. OneHQ proposed a centralized SharePoint knowledge base, accessible via a Teams-integrated copilot agent. This copilot agent would allow staff to query the knowledge base using natural language, improving accessibility, and reducing reliance on manual search.
The solution involved:
This approach ensured that staff could access accurate information quickly, contribute new knowledge easily, and maintain operational consistency.
Implementation was phased to minimize disruption. OneHQ
worked closely with the client to:
The result was a seamless transition to a centralized
knowledge system that empowered staff with instant access to critical
information through a natural language interface.
By consolidating user data which had previously sat in a wide range of locations into one location and enabling natural language queries via Copilot of this knowledge base, staff are now easily able to reference important company information in a timely way.
