OpenText Corporation

This case focuses on Open Text, a Canadian software development firm that offers enterprise class, knowledge management tools. Three major customer implementations of Open Text software tools are described: Hyatt Hotels created an effective centralized meeting platform and improved customer service; Siemens AG dramatically improved its routine workflow processes; and EnCana sped up information access using a map-based interface to its document repository. Discussion questions invite students to consider the difficulties in managing unstructured information, the organizational benefits of effectively managing knowledge, and the potential risks of "missing out" on the information revolution.