Today: How your field technicians can leave a good impression
When your mechanic offers roadside assistance to a broken-down vehicle that he is unfamiliar with, or when your field tech is trying to figure out how to repair a washing machine in someone’s basement, it is important to find a solution quickly. But: Memorizing every technical detail is practically impossible. The last resort often is to browse through folders or call colleagues for help. Companies who strive to have their technical field service staff leave a good impression on customers; have created a knowledge management system that provides the information on smartphones and tablets – up-to-date and reliable, simple and clear.
“I was formerly a field tech and I wish I had a database like this. I got the SABIO iOs app and it’s perfect for field techs, simple and clean design.” – A SABIO customer.
Field services can benefit from knowledge management, which in turn can be advantageous for all company departments. No more obsolete folders with technical specifications that are no longer applicable. No digital filing systems where you never find what you are looking for –knowledge management means that an editorial team continuously checks and updates information. And that everyone working with the system can give feedback for changes, which are then made available to everyone – such as unique features of the new heat pump, the electric vehicle, or the all-in-one printer.
The most important information is even displayed context-based in the app: The mechanic enters a model number and searches for a manual – he is automatically alerted about the latest information. This saves time and nerves, and the customer saves money. Both parties are more satisfied, making long-term cooperation almost a certainty. As a result, the field service staff will leave a good impression – which also raises the company’s and in-house customer service’s image.
Mobile devices are the new work equipment
Many companies provide their field service staff with mobile devices, such as smartphones and tablets, in order to give them more flexibility and mobility. Such equipment can be particularly useful if it facilitates the employees downloading know-how directly and digitally. Heavy reference books and folders full of instructions are a thing of the past because now the information is always directly available and up-to-date via the knowledge management app: construction drawings, step-by-step error analysis, and manuals.
With knowledge management, repairs are easily carried out and information is quickly stored and available to the field techs in real-time.
Tap, tap – found
With the knowledge management app for Apple and Android, SABIO is offering a tool that makes finding knowledge easy. The information is bundled, current, and checked, so your team can be sure that information is accurate, allowing them to properly configure the heating system, for example.
Knowledge management on the go: with the SABIO mobile app
When field techs are off-road…
As you can see, knowledge management for field services is useful for all industries, from utility companies to coffee machine manufacturers. The knowledge is created centrally and dispersed to all regions. This is particularly useful for companies with a nationwide or international support network. Even specifics in China and exceptions in Sweden can be taken into account. And if you ever happen to be off the grid with no data connection, then the knowledge management is also available offline on the laptop.
Naturally, knowledge management may also come in handy for your sales representatives: But more about this in a future blog post. Stay tuned!
To find out how you can make your field service staff even more effective and successful with knowledge management, please visit: https://www.getsabio.com/solutions/