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Knowledge and Content Management - Project Outcomes

Hi, all: I'm seeking to find someone with expertise in Knowledge Management Systems or someone who has led a knowledge/content management project (ideally regarding software) with goals/outcomes around faster service and less dependency on people for answers, but use of content. 

I am trying to decide with the amount of content and complexity of content we have already on confluence, if our "knowledge management" opportunity is more in need of a process/service supporting management of knowledge or actual content/knowledge structure. 

ANYONE out there have any insights?  Projects you have completed?

There are additional ways we can better structure our content in Confluence (tagging and articles), I would love to see what kind of impact that had on users getting the information they needed in an easier way.

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