Customer Experience Begins
With the Employee Experience

With a fully updated knowledge collection, your field service workforce can have immediate access to all critical information, including technical support documentation, announcements, product manuals, repair notes, maintenance histories, information from all transactions and lots more besides.

With improved product and information management you can eliminate return visits and no-shows instantly.

Increase first time fix rates

By ensuring that all field workers have ready access to all parts and repairs information that they need, the potential for first-visit resolution rates is increased significantly.

Cloud Connector

Your ERP system is synced with the cloud, creating a multi-channel knowledge management base that allows the service technician to have unlimited and immediate access to documents and manuals.

Checklist Designer

Create you own dynamic forms and checklists to ensure that all of your processes are safe and standardized.

Customer Experience Starts
With Knowledge Management

Customer satisfaction often begins where employee expertise ends. With checklists, you can provide your employees a model for service execution and excellence, thereby ensuring that they have the right script for the right scenario. The Knowledge Management module allows you to effectively create, define, and modify these checklists using an intuitive drag-and-drop interface, while powerful versioning feature means that your employees are using the most up-to-date checklist available.

With Knowledge Management, you can standardize your service, while making certain that the data captured in the checklists can be used to optimize operations, creating a perfect service feedback loop.

Knowledge Management Checklist Designer
Field Workforce Checklist on iPad

Empower Your Knowledge
Workers With Dynamic Checklists

The definition of service excellence continues to evolve. This new service era requires an organization to have the right information, the right parts, and the right skills on the first visit. In order to meet the demands of this new era, a business needs to ensure that all information that is captured is being leveraged and utilized.

With Knowledge Management, you can capture insights in the field in real-time, and create and iterate checklists to ensure that this information is being executed in the field. Anything worth doing right, is worth doing right the first time.

The Link Between Service
Excellence And Efficiency

Excellent customer service requires the entire team to work in harmony. With Knowledge Management, you can ensure that all team members share the same view of the field, through applying information captured in the field through customer interactions to business processes and practices. This service excellence is distilled in the checklists that drive Knowledge Management.

Whether online or off, your employees in the field will have access to these checklists to ensure that your customers receive the right response on the first visit.

Knowledge Management Customer Interaction
Knowledge Management Field Technician

Build On The Knowledge
In The Field

The success and growth of an organization depends on its ability to retain the knowledge of an experience workforce while being able to invest in the tools and capabilities needed for future success. Knowledge Management puts organizational data to use, ensuring that information captured at all levels and sources shares a focus and outlet.

For field service companies, this means that the challenges your workforce faces can be properly reflected, and the solutions they discover can be fully utilized.

«From now on even new members of staff will be able to work effectively much more quickly than before.»

Peter Liniger,
Director Strategic Account Manager
DePuy Synthes / Companies of Johnson & Johnson

Perfect field service moments are core moments.
Make it a core moment.

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