According to the German B2B E-Business Report on the topic of "13 levers for a convincing after-sales service", 98% of the companies surveyed are pursuing the goal of networking different systems and software. The status quo often looks like this: Product information is distributed across different systems that are not networked and do not exchange data. Silo thinking is also widespread in the organization: The engineering department does not talk to after-sales service, and technical documentation also works in isolation to the greatest possible extent. As a result, service technicians, service hotline staff and customers themselves need to know which systems contain which information and how they can access it.
However, it can be so much easier: with a service information system that brings together mechanical, electronic, and pneumatic service information. In addition, the system intelligently integrates, links and networks other content, such as product information, technical documentation, supplier documentation, photos, or media assets. The networking and linking of the information can be done based on AI technologies with the help of semantics and knowledge graphs, which build a relationship network of the information.