Over the years, however, the customer care team of Closure grew from solely Jochem to a team of 7. As the team grew, it became impossible for each individual customer care colleague to maintain that level of knowledge. The traditional knowledge base took time and worked sub-optimally. The same was true for monitoring and maintaining the knowledge base. Jochem - as the all-knowing helper - was frequently approached by the rest of the team. As helpful as Jochem was, he answered every question, but this meant that Jochem had less time for his own work.