KnowBe4

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Industry
Software

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Department
Multiple Departments

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Solution
Process Automation & Cloud Hosting

The Challenge

As the world’s largest provider of integrated security awareness training and simulated phishing platforms, KnowBe4 provides its services to over 20,000 organizations internationally. KnowBe4 understands the security risks inherent in today’s technology, and seeks to address the human element, the “human firewall”, that is generally the last line of defense any company has in avoiding the havoc resulting from a myriad of cleverly deployed cyber-attacks (e.g., malware, ransomware, CEO fraud, etc.).

As KnowBe4 grew exponentially in a short period of time (i.e., hypergrowth), it became apparent that there were a number of issues preventing efficient and economical management of business processes and progress:

  • A manual system of executing orders and their related tasks was just not efficient. Not only were orders delivered manually, but the paperwork involved had to be physically moved from one location to another, one floor to another, and/or one building to another; eventually, with the advent of expanding outside of the United States, sharing documents internationally complicated processes even more
  • No way to track orders within the sales or delivery cycle
  • Inordinate amounts of time and expense are wasted on printers, paper, and toner
  • No integration between systems
  • No metrics or visibility/transparency

Finally, being located in Clearwater, Florida, the threat of natural disasters, such as hurricanes (not to mention power outages, fire, pandemic, etc.), is a real one. There had to be a way to not only keep their paper trail safe, but also allow them to keep their business viable, productive, and growing - no matter what happens.

KnowBe4 needed an answer that allowed its staff to be more productive in less time, provide its clients with products and services sooner, and keep its business intact - under any circumstances.

"It was really empowering to start getting these metrics so that we can get eyes on our system, get eyes on our areas, be able to see where there might be bottlenecks in our work flow, and start working to smooth things out."

ALANNA RUBINDirector of Operations, KnowBe4

The Answer

After months of searching for the answer that would resolve and meet the challenges KnowBe4 faced, onPhase checked all the boxes. As a product, onPhase provides the necessary customization and scalability, as well as acceleration of its sales cycle. As a service, the Team at onPhase listens, takes the time to understand their needs, and provides resolution at a reasonable price. onPhase benefits include:

  • Prevention of lost or missed documents/information
  • Ensured compliance through the use of business rules, making sure the right documents are seen by the right person, at the right time
  • Elimination of errors made during manual data entry
  • Better use of time and effort previously used to manually enter data and route documents
  • Centralized and searchable document storage for faster and easier document access

Using Amazon Web Services (AWS), onPhase was able to accelerate KnowBe4's implementation. As an added benefit, KnowBe4 now has no need for a dedicated maintenance team to manage onPhase hardware or perform OS updates. Hosting onPhase with AWS also eliminated the need to purchase additional hardware.

The Results

Initially, onPhase was implemented for just the Sales Department (with integrations with NetSuite and Salesforce), but it is now also being used by Customer Success, Courseware/Design, Managed Services, as well as Accounting and Order Processing.

All of the information the KnowBe4 staff needs is now conveniently maintained in a single repository, accessible from onPhase, NetSuite, and Salesforce - eliminating the need for manual methods, printers, and paper. Access, tracking, and visibility of data allow staff to know what’s happening in real-time; this means that tasks and resolution of issues can be accomplished immediately. Assigned roles and responsibilities, combined with business rules, get documents and information where they need to be, on time.

Overall, as KnowBe4 expands, it now has a Workflow Automation system that grows with them to help keep their processes running smoothly, efficiently, and accurately.

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