Institutionalizing Knowledge from Calls: A Case Study on KEEP Labs and Fireflies

KEEP Labs is a company that was founded in 2018 by two fathers who wanted to create a medical IoT device that would keep prescription medications away from children. The company's smart storage device ensures the consistency of medication adherence and harm reduction while providing a unique and expanding data set for remote patient monitoring. The device comes with an app that owners can use to lock or unlock it, and it also helps loved ones with their medication schedules. KEEP Labs' innovative device has received the prestigious CES award for innovation and was included in TIME's Best Inventions of 2020.

KEEP Labs, a company that created a medical IoT device for safe storage of prescription medications, faced two main challenges. The first was the difficulty in documenting institutional knowledge. The company recognized that a significant amount of information crucial for achieving operational efficiency was conveyed during calls. However, without proper documentation, this knowledge could easily be lost. KEEP Labs needed a system to effectively organize, manage, and transmit the knowledge derived from their calls. The second challenge was the issue of active listening. Phillip, the Co-founder and CEO of KEEP Labs, prioritized active listening as a key to successful communication. However, the need to take notes during calls often distracted him from fully focusing on the conversation, leading to missed details such as body language, intonation, and names.

KEEP Labs found a solution to their challenges with the help of Fireflies, a platform that provides verbatim minutes of meetings. With Fireflies' Notetaker Bot, Phillip and his team could have word-for-word transcripts of each meeting, allowing them to easily search for important discussions and decisions made during a call. Fireflies' Topic Tracker feature also enabled them to filter through their calls faster. This solution eliminated the need for distracted note-taking during calls, allowing Phillip to give his full attention to his clients. Additionally, Fireflies provided a central meeting repository, the Fireflies Notebook, where all KEEP Labs meetings were stored. This allowed team members to access these transcripts anytime and search past meetings for certain information that could help them make better decisions.

• The implementation of Fireflies' solutions led to significant operational improvements for KEEP Labs. The company was able to effectively document institutional knowledge from calls, ensuring that no crucial information was lost. This allowed them to continuously improve their processes and move their business forward. Additionally, the use of Fireflies' Notetaker Bot and Topic Tracker enabled Phillip and his team to fully focus on their calls without the distraction of note-taking. This improved their communication and allowed them to better understand their clients' needs. Lastly, the Fireflies Notebook provided a central repository for all their meetings, making it easy for team members to access and search for information from past meetings, thereby aiding in decision-making.