Zebra Technologies

Zebra Technologies Leverages RTM Consulting to Develop its’ Knowledge Management (KM) 2.0 Strategy to Improve Customer Service and Extract More Value from Supporting KM Technology


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Client Situation

Zebra’s extensive portfolio of marking and printing technologies, including RFID and real-time location solutions, illuminates mission-critical information to help customers take smarter business actions. Zebra wanted to extend its’ use of knowledge capital to improve customer services and lower operating costs. Zebra engaged RTM Consulting to help establish a KM 2.0 strategy to make use of knowledge capital as a competitive advantage.

The Solution

RTM Consulting’s Knowledge Management Practice brings extensive experience in leveraging knowledge capital to better serve customers. Working with Zebra customer service leadership, RTM Consulting:

  • Provided a rapid assessment and analysis of current KM capabilities utilizing it’s unique KM Framework
  • Quantified potential benefits and cost levers associated with the use of knowledge capital internally and externally for customer service
  • Reviewed existing use of automation technology specific to the KM environment and other related systems

The Result

RTM Consulting collaborated and consulted with a cross-functional team at Zebra to:

  • Re-define and document a clear vision and strategy for how and why to leverage knowledge capital for customer service and support
  • Gain agreement on goals and measures of success
  • Documented a return on Investment analysis to communicate and
    justify needed investments
  • Recommended how to extract more value from current KM automation investments
  • Gain insights on how to effectively implement their KM 2.0 strategy
  • Complete the above in an accelerated fashion so the customer service team can focus on needed business transformation now
“RTM Consulting helped us accelerate our strategy and plans to take our existing KM processes and technology to the next level in support of our customer service objectives.”

–Dan Walkowski, Vice President, Global Services, Zebra Technologies


RTM Consulting has over 100 years combined strategy and operational experience. We serve over 100 clients world wide, providing consulting, training, mentoring, and staffing services as well. Our focus is to launch, design, implement, and support transformative outcomes by providing guidance, leadership, and innovative frameworks to deliver proven and timely results.