In February 1999, 120,000 employees of Norwest Corp. and Wells Fargo & Co. were worried about how a forthcoming merger would affect their benefits. Faced with the prospect of handling questions from the employees, the administrative arm of San Francisco-based Wells Fargo decided to implement a new knowledge-management system for its human resources call centre employees.

Authoria HR, from Waltham, Mass.-based Authoria Inc., fit the bill, said Carol Johnson, manager of human resources projects at Wells Fargo’s administrative headquarters in Phoenix.

The rapid three-month deployment was a success, she said, because it enabled service centre representatives to quickly master the intricacies of the companies’ former benefits plans, as well as the new combined benefits package. Even temporary workers were able to provide good service. “All they had to know was how to use Authoria,” Johnson said.