Our Team: KCS certified specialists consulting, training and facilitating KCS
page-template,page-template-full_width,page-template-full_width-php,page,page-id-15996,theme-bridge,bridge-core-2.9.1,qode-social-login-1.0,woocommerce-no-js,tribe-no-js,tribe-bar-is-disabled,qode-page-transition-enabled,ajax_fade,page_not_loaded,,no_animation_on_touch,qode-content-sidebar-responsive,columns-3,qode-child-theme-ver-1.0.0,qode-theme-ver-27.5,qode-theme-bridge,qode_header_in_grid,wpb-js-composer js-comp-ver-6.7.0,vc_responsive

About Us

Our team

Ensuring Customer Success.

Knowledge is at the heart of customer support and engagement. Our team trains and develops leaders in KCS organization-wide. We coach and mentor so your teams have the skills to manage knowledge practices, processes and performance to increase customer self-service success. Whether you are considering Knowledge-Centered Service (KCS®) or tuning up your KCS processes, or looking to introduce Intelligent Swarming, we can help.


KCS® is a registered Trademark of the Consortium for Service Innovation™.

Our Team


Beth trains and facilitates teams with KCS and Intelligent Swarming to dramatically improve customer experience. Beth brings years of experience in training and capability development. MBA Innovation.

Beth Coleman
Founder CATALYNK, Certified KCS®v6, Intelligent Swarming℠ Prosci® Trainer


Beth’s brings experience in IT Service Management, service design, change management and the use of knowledge for customer success.  As consultant, facilitator and workshop leader, Beth works with teams and leaders, to plan and guide successful KCS adoption and knowledge-sharing culture.


Peter creates intelligence reports that aid in achieving customer service success, using data analytics. Peter specializes in Peer/Team Learning and Assessment, Action Learning and Flipped Classroom facilitation.

Pete Mellalieu
Data Scientist KCS® Analytics, Action Learning Coach, Flipped Classroom Expert


Peter develops intelligence reports that aid in achieving customer success for KCS and Intelligent Swarming programmes. He facilitates Action Learning, Flipped Classroom and Peer Assessment. He coaches teams in organization development informed by Gallup CliftonStrengths and Organizational Network Analysis (ONA).

Dorothy Ortale photo

Dorothy is a process oriented KCS consultant who works with all levels of staff to increase efficiency through knowledge sharing. She facilitates management, service agents and subject matter experts in embedding and monitoring KCS Solve and Evolve Loop best practice.

Dorothy Ortale
KCS® v6 Practices Consultant Business Process Optimization & Service Delivery


Dorothy brings extensive experience in embedding Knowledge Management practices in Human Resources, Information Technology and General Business Administration. Her process-oriented focus enables the design and implementation of KM tools and practices, workflow implementation and analysis and reporting to track trends and efficiency gains.

Contact us for an assessment and recommendations.