Speed to Answers and Time Saved Create Significant Business Impact for Starmind Customers

THE BUSINESS VALUE OF STARMIND

Speed to Answers and Time Saved

Create Significant Business Impact for
Starmind Customers

August 2021

Authors:
Harsh Singh
Sponsored by Neil Ward-Dutton
John O’Brien

IDC # EU R1480 0 8521

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Speed to Answers and Time Saved Create Significant Business Impact for Starmind Customers

Executive Summary
IDC’s research included interviews with key decision makers working within the food and beverage,
transportation, real estate, insurance and pharmaceutical industries. Through Starmind, identifying and working
with subject matter experts across their organizations demonstrated values of time saved and important
productivity gains.

KEY BUSINESS RESULTS

75% 64% $1,225 Customer,

Real Estate
reduced time reduced time in higher
users spend users spent productivity highlighted that it
searching for searching for right per impacted is able to onboard
answers contact to ask Starmind user new employees
per year approximately one
month faster with
Starmind
CUSTOMER QUOTE, INSURANCE COMPANY
You save time because you find information quickly in the system. It tags as you type in the keyword to find what
you’re looking for instead of leafing through pages and pages of the internet. The other thing is you find people
that you need to discuss certain things with a lot faster. So you find knowledge experts and you don’t have to do
the run around.

Efficiencies and End-User Impact (per year)

46% less time CUSTOMER QUOTE, NOVARTIS

users spend creating It creates a leaner workflow by not being stuck too long on
and using external the task because of missing information. You get to know
support guides colleagues you would never hear about without such a
platform.

39% less time CUSTOMER QUOTE, TRANSPORTATION COMPANY

users spend using Business-related benefits are the user experience since it
external sources helps people to find solutions quickly. For new employees, the
documentation of questions and answers, and the support
of rollouts as a tool for the rollout team, can reduce the effort
involved in reappearing questions.
>32 productive
hours gained back per
Starmind user per year CUSTOMER QUOTE, INSURANCE COMPANY
You can tap into the whole network of experts that are in
Starmind to see if they can help. And they provide input so
122,000+ you can have a go at the new situation that you’re facing. And
productive for growth, that applies as well. If you have access to more
hours gained back per knowledge that you didn’t have before, then you can do more
organization business or other business that you didn’t do before.

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Speed to Answers and Time Saved Create Significant Business Impact for Starmind Customers

Reinventing Knowledge Sharing with Starmind

Effective knowledge sharing is critical for organizations to lead their industries in the digital-native age. But the
reality is that many are still held back by outdated systems and working practices that reinforce knowledge
retention, rather than supporting a culture of knowledge sharing and collaboration. IDC spoke with five innovative
organizations using the Starmind cloud-based knowledge collaboration platform that wanted to improve
communication and connection across their employees. These organizations wanted to change the status
quo by empowering their employees to quicker time to resolution, while improving productivity and reducing
frustration. Through the efficient transfer and dissemination of knowledge using Starmind, their employees
became connected fast to the right people and to the right knowledge. This resulted in substantial business
value, which we will discuss in detail in this report.

BUSINESS VALUE HIGHLIGHTS

33 hours 58 FTEs USD 4.57 million

Saved by each Equivalent of Value of higher end-
Starmind user productivity benefits user productivity per
per year per year organisation per year

A few key benefits customers attributed to their use of Starmind are:

• Created the ability for employees to pose questions to appropriate audiences and receive timely and relevant
responses
• Decreased the time that employees spend searching for answers through intelligent search functions
• Helped organizations onboard employees quicker and more effectively, helping the business to grow without
burdening existing staff
• Connected organizations on a global level, for not only problem solving, but also in R&D, exploring and
sharing ideas, tracking patents, and more — giving them the power to innovate faster

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Speed to Answers and Time Saved Create Significant Business Impact for Starmind Customers
Hybrid Working and Digital Transformation:
A Perfect Storm for Business Execution
In 2020, we saw accelerated digital transformation
(DX) and innovation, bringing what was thought of as
multiple years’ worth of change to enterprises in just a
few months.
At IDC, we see the results of this shift surfacing
repeatedly in our research, as new hybrid working
models change the business landscape. For example,
organizations report that on average, they expect
over 25% of their technology spending over the next
three years to be allocated to projects that address
workforce, customer experience, or operations
changes triggered by the shift to hybrid working
patterns (source: IDC’s Future Enterprise and
Resiliency [FERS] Survey Wave 1). Meanwhile, 45%
of organizations are increasing their investment in
collaboration technologies (source: IDC COVID Survey
Wave 15) and over 60% of organizations are placing a
high priority on increased investment in technologies
to create adaptive business operations (source: IDC
FERS Survey Wave 1). Organizations are now realizing
they must turn their attention to digital transformation
of work and the workplace.
Delivering Effective Knowledge
Collaboration in the Modern Workplace
Organizations are realizing that many of the
assumptions underpinning their business operating
models are now fundamentally outdated. These are
assumptions about who needs to do what work, when
and where they need be in order to do it, and the tools
and processes that govern how they do it. Digital
transformation of business execution is the order of
the day, and the application of intelligence to work and
the workplace is at the core of those transformation
efforts. Over 55% of organizations report that they
are placing a high priority on increasing investment
in intelligent technologies (technologies that leverage
data, advanced analytics, machine learning, and AI) to
drive improved decision making (source: FERS Survey
Wave 1).
Of course, most organizations already have tools and
platforms in place that help employees connect with
each other remotely, share knowledge and insights,
and collaborate on tasks — and some organizations
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Speed to Answers and Time Saved Create Significant Business Impact for Starmind Customers
have many such tools and platforms in place. However,
common knowledge management and collaboration
tools only tackle partial elements of today’s overall
knowledge collaboration challenge.
Knowledge management tools (intranets, wikis,
FAQ sites, etc.) can be effective as repositories of
generalized, static knowledge: providing answers to
common questions that apply generically to many
situations and people, across an organization. They
are typically useful where large groups of employees
face the same questions again and again, and where
generic answers can be provided with confidence
(for example, answering questions about submitting
vacation requests, submitting expenses, requesting
new IT equipment). However, these stores are very
rarely useful in helping organizations improve the
sharing of situation-specific knowledge.
In contrast, social collaboration tools such as
Microsoft Teams, Yammer, and Slack can be
effective for sharing situation-specific knowledge:
helping employees find answers to non-generic,
domain-specific questions (for example, onboarding
customers, dealing with complicated customer
complaints, pricing custom projects). These tools can
enable people to connect to the right subject matter
expert (SME) to find answers.
CREATING CONNECTED KNOWLEDGE INTELLIGENCE
Situation-specific
knowledge
Social collaboration tools
(Teams, Slack, etc.)
Generalized
knowledge
Intranets, wikis, FAQ sites, etc.
Personal/team networks
Source: IDC EMEA
The Problem with Existing Platforms, and
How Starmind Fills the Gap
Existing tools and platforms do not cover enough of
the knowledge collaboration problem space to be
useful in a modern, hybrid, and unpredictable work
environment. Moreover, they are static systems,
and do not learn and improve over time. What
organizations need is a platform that can bridge the
gap between these existing systems, that can provide
one common way for individuals to connect with
SMEs on a range of knowledge topics, and that can
take advantage of modern digital technologies to use
that knowledge to continue to refine and improve
recommendations to users.
Starmind is a SaaS platform that integrates
into existing line-of-business applications that
organizations use for knowledge collaboration
and communication, such as email, intranets, and
knowledge management. It uses AI to learn the unique
language of a company, and understand how topics
are related to each other. Starmind can additionally
learn from millions of non-confidential data points,
like public channels in MS Teams, documents and
calendar entries, which are only used for the purposes
of knowledge collaboration. This “one purpose AI”
approach, as well as the anonymization of questions
asked on the platform, ensures that Starmind’s use of
data is GDPR compliant and ethical.
Ad hoc personal
connection leverage
Broad networks
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Speed to Answers and Time Saved Create Significant Business Impact for Starmind Customers

Exploring the Business Value of Starmind

IDC conducted research interviews with five organizations to explore the business benefits for organizations
adopting the Starmind platform. The interviews covered a wide variety of quantitative and qualitative topics about
the platform’s impact on genuine employee connectivity, internal knowledge transfer, employee productivity, and
employee satisfaction. IDC interviewed the following companies:

Customer A: An international insurance company that specializes in reinsurance, primary insurance,

and insurance-related risk solutions. Starmind was introduced as part of the company’s knowledge
management investment strategy, as it seeks to further its digital transformation agenda.
Novartis: A global pharmaceutical company headquartered in Switzerland that specializes in the
R&D of solutions for complex health problems. The organization has focused its use of Starmind in
particular to support its new remote working conditions since the onset of COVID-19 and to support a
future of work mindset, where it expects 70% of people to still work from home post-pandemic.
Customer C: A global food and beverage company based in the U.S., which creates, manufactures,
and ships food and beverage products worldwide, uses Starmind to form part of its knowledge
management suite of tools to connect its R&D teams across the globe. Starmind’s solution minimizes
the loss of tacit knowledge and taps into the institutional knowledge that is being developed globally
within R&D.
Customer D: A US headquartered real-estate firm. The firm began using Starmind to answer
questions on internal topics like HR and IT, but it has since grown from there to address more
business-focused questions across 10 different departments.
Webasto: An international automotive parts manufacturer, based in Germany, that makes
components such as chargers, air conditioning, and sunroofs. It uses Starmind across a range of
business functions such as finance, HR, sales, and IT. It also recently implemented Starmind within
its new intranet, which has helped fill the gap in undocumented knowledge, for instance supporting
queries around new IT systems like Microsoft Office 365 and Teams.

The Methodology section at the end of this report provides more details about the organizations interviewed.

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Why Starmind?
In all cases, the customers interviewed faced similar
challenges in identifying subject matter experts
and accessing expert knowledge from across their
organization. This created significant inefficiencies,
both in terms of time spent searching for information
and suboptimal use of internal knowledge. Study
participants described users who would spend
large amounts of time searching for specific
answers through a combination of email requests,
wiki searches, and trawling through knowledge
management, social collaboration, intranet systems,
and static internal SME directories. They understood
that these unstructured search processes were time-
consuming, tedious, and often unproductive especially
if they failed to deliver results. Further, for new
employees, these types of unfocused searches could
feel like trying to find a needle in a haystack as they
found their feet in a new business.
For the interviewed organizations, Starmind provides
a formalized approach to capturing and sharing
expertise and tacit knowledge that is already present
across their organizations, while ensuring it is kept
available, up to date, and easy to use. This is a critical
point, as the majority of an organization’s knowledge is
undocumented and therefore held in people’s heads.
For all the interviewed customers, Starmind is
a greenfield solution for their own knowledge
collaboration needs, thus representing an important
step forward in terms of information sharing and
collaboration. Most of these customers have
integrated Starmind into their existing social
collaboration platforms, intranets, and/or knowledge
management systems.
Quantifiable Business Benefits
The Starmind knowledge collaboration platform
is used by organizations that need to efficiently
expedite knowledge exchange and capture on an
organizational level, and this is especially true for
organizations interviewed, as they span multiple office
or geography locations. Study participants noted
that accurate knowledge transfer has a large impact
on their employees’ productivity because time spent
searching for information or answers is time not
spent on their responsibilities, and this means that
employees work without the best possible information.
Study participants uniformly reported that Starmind
enables their employees to identify the individuals
with the right knowledge more easily and to find the
right knowledge much faster. Instead of wasting time
looking for information, employees have confidence
that they will have access to accurate, updated, and
impactful information through the use of Starmind.
Before Starmind it would sometimes
take days to get an answer, and now
they’re getting answers in hours.
Before, you’d have to send an email,
you’d have to identify the person, if that
wasn’t the right person, you’d have to
send it to another person. Here, it’s
based on who the individuals are that
are answering, and it’s being routed
and redirected based on Starmind
technology.
Customer C, a large food and beverage company
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Speed to Answers and Time Saved Create Significant Business Impact for Starmind Customers

Finding the Right Contacts Faster

Table 1 details the quantifiable benefits that Starmind users are realizing because they can point their questions
to the right contact much more effectively. For instance, there is a 75% improvement in the time users spend
searching for answers and a 64% improvement in the time spent searching for the right contact to ask.

TABLE 1
Employee Time Savings Impact Per Year

Before Starmind With Starmind Difference % Benefit

Time users spent searching for answers (hours) 6.1 1.5 4.6 75%

Cost in employee time per search ($ per search) $227 $56 $171 75%

Time users spent searching for right contact to ask 2.8 1.0 1.8 64%
(hours)

Cost in employee time per contact search ($ per contact $104 $37 $67 64%
search)

Source: IDC

Onboarding Employees More Effectively

Employees save time because they
find information quickly in the system
because it tags information. They type
in the keyword to find what they are
looking for instead of leafing through
pages and pages of the internet.
Customer A, a German insurance company
IDC also evaluated how study participants are using
Starmind to aid with onboarding new employees.
Starmind customers reported that 68% of new
employees use Starmind for onboarding purposes,
demonstrating the perceived value of the platform for
onboarding new hires; Customer D highlighted that
it is able to onboard new employees approximately
one month faster with Starmind. Starmind helped
employees onboard by giving them the ability to look
at previously asked questions or pose questions that
will reach the correct audience or be answered in a
timely manner. These types of questions can range
from simplistic general questions to more complex
job-specific questions.

Reducing Time Spent Researching External

Sources
Additionally, study participants reported that Starmind
helped create time efficiencies for users who
previously needed to search for answers through
external data sources. Starmind customers reported a
39% reduction in time spent using external sources to
search for answers. Participants also reported a 46%
reduction in time spent creating external guides.
There are lots of general questions
that onboardees have. They have
technical questions as they start to be
confronted with the stuff that they do
in their jobs. All of that information can
be very quickly found in Starmind.
Customer A, a German insurance company

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Speed to Answers and Time Saved Create Significant Business Impact for Starmind Customers

Benefits for End Users and Organizations

Importantly, study participants have already implemented Starmind with a wide footprint at their organizations.
This has given them the opportunity to realize significant value through use of the Starmind platform as
thousands of employees per organization on average save time in searching for and obtaining information and
onboarding (see Table 2). For instance, IDC identified on average 32.9 productive hours gained per user per year,
which equates to $1,225 in financial gain per user. The average productivity value gained per organization in the
study amounted to $4.57 million per year.

TABLE 2
Starmind End-User Impact

Enhanced User Productivity Per Organization

Number of users impacted 3,733

Average net productivity gains 1.8%

Productive hours gained per user per year 32.9

End-user impact, FTE equivalent per organization per year 58.1

Value of higher end-user productivity, per organization per year $4.57 million

Value of higher end-user productivity, per user per year $1,225

Reported Customer Benefits from Using the Starmind Platform

Reported user benefits Business benefits Business outcomes

Find answers “You save time because Speed getting “The biggest operational Reduced corporate “If you find information
faster; spend less you find information knowledge work benefit is speed.” risk in Starmind, then you
quickly in the system are able to make that
time searching for done
… instead of leafing exclusion and avoid a
information through pages and mistake that could cost
pages of the internet.” millions.”

Find subject matter “You find people that Employee time “Before, it would Improved “By connecting people
experts (SMEs) faster you need to discuss saving sometimes take days to productivity so quickly, the person
certain things with a lot get an answer, and now doesn’t have to start
more quickly. So you they’re getting answers from scratch. So that’s
don’t have to do the run in hours.” huge.”
around.”

Become known as an “It allows individuals to Knowledge sharing “It was basically to give Speed of innovation “The biggest ‘unlock’ for
SME create their virtual brand knowledge sharing a to market us is the increased
to be known as almost boost. Before, there was speed of innovation.”
an expert.” not really a network
internally capable
of enabling such
communication.”

No embarrassing “You can voice an Improved quality of “Our main objective is Generate more “It enables business in
“wrong” questions or opinion anonymously. knowledge work improving the quality of business places where otherwise
People really like that.” the business to avoid it wouldn’t be possible
answers
costly mistakes.” for lack of expertise.”

Social collaboration “You get to know Improved employee “There are lots of
and peer-to-peer colleagues you onboarding process general questions that
would never hear onboardees have, and
networks
about without such a they have technical
platform.” questions as they
start to be confronted
with what they do in
their jobs. All of that
information can be
very quickly found in
Source: IDC Starmind.”

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Speed to Answers and Time Saved Create Significant Business Impact for Starmind Customers

In the text below, we provide more information about the most common qualitative benefits reported by the
customers we interviewed. We show how many customers noted this benefit in brackets.

Benefits for individual users:

Finding answers faster, and spending less time searching for information (4/5). Customer A
benefitted from employees not having to “do the run around” searching for expert information to
support them in writing new insurance business. Novartis found the system provides a leaner work
process flow, which helps users avoid getting stuck on tasks because of missing information.
Finding subject matter experts faster than before (3/5). Customer C found new employees could
connect and find the right SME more easily. Before Starmind, people had to rely on “relationship
building and association and email.” Customer A noted the benefits of being able to “tap into the
whole network of highly knowledgeable colleagues” to help with new initiatives they are working on.
Providing a social, peer-to-peer network, to extend your visibility across the organization (3/5).
Customer A saw increased internal discussions, one of the benefits from the knowledge collaboration
network, and the ability to share opinions anonymously without being redacted, as an employee
favorite. Customer C highlighted how Starmind increased employees’ ability to collaborate with new
and different thinkers.
Making it easier for users to participate (3/5). Customer C noted that no training is required to use
Starmind: “It’s like an app. It just works.” Webasto noted that Starmind integrates nicely with its new
intranet where it is used to fill the gaps in documented and undocumented knowledge.

Business benefits:

Knowledge sharing (5/5). Webasto uses Starmind to support its new intranet search, to fill the
gaps in documented knowledge. Customer A said: “It is invaluable to have a tool like this because it
provides you with context to almost everybody in your organization.”
Employee time saving (4/5). Novartis said its various departments have saved time because they
do not have to answer the same question over and over. It also finds that its new hires save a lot of
time chasing down answers to questions. Customer C said it would sometimes take days to get an
answer before implementing Starmind, but now people are getting answers in hours.
Improved employee onboarding (3/5). Customer D found Starmind saves a whole day of onboarding
time because people can get answers to many questions as soon as they need them. Customer C
uses Starmind for smoothing the onboarding of all new research and development recruits; Starmind
also helped the company adjust quickly to working remotely, continuing to hire people without them
ever needing to go to an office.

Business outcomes:
Improved productivity (5/5). Customer D said that the specific answers it gets from Starmind have
“probably delivered a month of gain” to new employees in areas like understanding the culture and
other knowledge. Novartis said that teams using Starmind achieve half a day per week of additional
productivity because they have all relevant content available without having to search for it.
Customers A, D, and Webasto all said Starmind has improved productivity for people finding specific
questions while they have been remote working during the pandemic.

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Speed to Answers and Time Saved Create Significant Business Impact for Starmind Customers

Reduced corporate risk (1/5). Customer A found that expert knowledge could be shared with other
non-experts in the business to improve the quality of writing insurance business and ensure that
policies written are watertight — with significant financial implications because making an important
exclusion or inclusion can “avoid a mistake that could cost millions.”
Speed of innovation (1/5). Customer C said its single biggest outcome was the increased speed of
innovation to market. Since the platform enables its R&D team to collaborate and get access to SMEs
, the time taken for innovations to move from R&D into production has been reduced significantly.
Generate more business (1/5). Customer A pointed to the increased business it could generate using
Starmind. “If you have access to more knowledge that you didn’t have before, then you can do more
business or other business that you didn’t do before.”

Considerations for Launching a Knowledge

Collaboration Culture
All the customers IDC interviewed shared their views on lessons learned using the Starmind platform. Below are
the main takeaways for customers to consider.

Executive sponsorship and continual Change management is critical

support
Many organizations still grapple with internal cultures
that do not perform enough true collaboration.
Several of the customers cited the need for support
from senior management and executive leaders to
encourage adoption and see Starmind as part of a
cultural change agenda.
Closely connected to this is the need for change
management to be put in place to support users as
they adopt Starmind and transform the way they
work. This cannot be achieved overnight. Customer
C noted this specifically, in conversations with other
groups internally, because people often forget about
the amount of time and resources it takes to really
do an effective deployment supported with change
management.

There is a critical need to have an Success doesn’t just come from

alignment between the culture of the
company and such platforms because
people are often willing to retain
information to keep their power.
Novartis
adding another platform to a suite
of tools and platforms; it has to have
a specific purpose and you have to
nourish that technology, just as much
as you do others. Otherwise, it just dies
on the vine.
Company C, a global food and beverage company

The contention is that by sharing information
individuals can actually be better off by positioning
themselves as a thought leader on a topic.
The contention here is that Starmind overcomes some
of the challenges of change management, since the
solution easily integrates into existing infrastructure to
help employees have access to all the knowledge they
need within the existing tool they are already using
(intranet, SharePoint, etc.).

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Conclusion
Starmind’s endorsement from these big-name customer organizations underlines its growing reputation in the
emerging sector of knowledge collaboration and that it is offering something genuinely different to the more
established offerings around knowledge sharing in the market today. There are clearly some significant benefits
to be achieved from investing in the platform that span both hard quantifiable metrics and non-quantifiable but
no less important benefits, which are often supplemental, enabling culture change via improved user experiences
and business outcomes.

Appendix: Methodology
IDC’s standard Business Value methodology was utilized for this project. This methodology is based on gathering
data from companies using the Starmind solution as the foundation for the model. IDC collected quantitative
benefit information during the interviews using a before-and-after assessment of the impact of using Starmind.
To assess the value of productivity gains, IDC applied its standard $70,000 per year salary assumption and a
working year of 1,880 hours.
Note: All numbers in this document may not be exact due to rounding.

TABLE 3
Starmind Customer Survey Firmographics

Firmographics Average Median Range

Number of employees 83,840 15,000 2,200 to 291,000

Number of IT employees 1,164 500 20 to 2,500

Number of IT employees using IT services 82,890 11,250 1,200 to 291,000

Number of external customers 601,404 5,000 20 to 2.0M

Number of business applications 1,454 200 20 to 4,000

Organization revenue $38.8B $50.0M $4.21B to $70.0B

Countries German (2), United States (2), Switzerland

Industries Food and beverage, healthcare, insurance, manufacturing, real estate

Source: IDC

TABLE 4
Starmind Customer Survey Deployment Details
Starmind Environment Average Median

Number of geographical locations (countries) 19 15

Number of sites/offices 52 22

Number of internal employees 3,880 3,000

Percentage of employees working remotely post-COVID-19 66% 86%

Number of teams/departments 180 12

Source: IDC

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Speed to Answers and Time Saved Create Significant Business Impact for Starmind Customers

About The Authors

Harsh Singh
Senior Research Analyst, Business Value Strategy Practice

Harsh V. Singh is a senior research analyst for the Business Value Strategy Practice,
responsible for developing return on investment (ROI) and cost-savings analysis on
enterprise technological products. Singh’s work covers various solutions that include
datacenter hardware, enterprise software, and cloud-based products and services.
His research focuses on the financial and operational impact these products have on
organizations that deploy and adopt them.

Neil Ward-Dutton
VP, AI and Intelligent Process Automation Practices, Europe

Neil Ward-Dutton is recognized as one of Europe’s most experienced and high-profile

technology industry analysts, and has regularly appeared on TV and in print media
over his 20-year industry analyst career, as well as authoring over 10 books on IT and
business strategy. He started his career as a software engineer and holds a BSc in
computer software technology from the University of Bath. He is also a Fellow of the
RSA (Royal Society for the encouragement of Arts, Manufactures and Commerce).

John O’Brien
Research Director, European Intelligent Application Services

John O’Brien is a research director responsible for IDC’s European Application and SaaS
Services research program. His research focuses on the disruptive challenges and
opportunities for application services providers as they pivot to “the new,” underpinned
by exploiting digital technologies, such as artificial intelligence (AI), automation,
analytics and intelligent platforms, to deliver enhanced customer outcomes.

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About IDC
International Data Corporation (IDC) is the premier global provider of market intelligence, advisory services, and
events for the information technology, telecommunications, and consumer technology markets. IDC helps IT
professionals, business executives, and the investment community make fact-based decisions on technology
purchases and business strategy. More than 1,100 IDC analysts provide global, regional, and local expertise on
technology and industry opportunities and trends in over 110 countries worldwide. For 50 years, IDC has provided
strategic insights to help our clients achieve their key business objectives. IDC is a subsidiary of IDG, the world’s
leading technology media, research, and events company.

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