Focusing on the right systems
If explicit and implicit knowledge are preserved within the company, there is a risk of information overload. To ensure that aftersales employees can really make use of all this knowledge, companies must rely on digital tools as early as possible in the preparation process and structure this information.
With the right systems in place, it becomes much easier to build a clear "knowledge ecosystem" and to engage in knowledge-based collaboration. The right tool for each job must be collaborative, fit into aftersales processes, communicate with other systems in the company, and encourage service technicians and their colleagues to actively use and grow the system.
Much of the information relevant to aftersales already exists within the company —in technical drawings and documentation, in operating manuals, or in the ERP system. However, this data is usually disorganized, not up-to-date, and distributed across more than one software.
The challenge is to bundle this information centrally and connect it to systems in other departments. One solution for transferring existing knowledge into the digital world is the interactive spare parts catalog. In a further modernization step, this catalog can be integrated into a service information system that offers further opportunities for knowledge transfer within the team and beyond.
Such a system for knowledge and information management has various advantages for aftersales service:
- Knowledge is bundled centrally and shared efficiently. This helps service technicians to optimize their workflows and increase the first time fix rate, which is important in the area of service.
- Unlike bulky folders, the system makes all of its information available digitally, in real time, with a search function and optimization for mobile devices. Service technicians can thus find the data they are looking for independently and at any time. Conversely, they can save their input directly in the system and make it accessible to their colleagues.
- With a digital spare parts catalog, aftersales employees gain access to application-specific knowledge that is tailored to their tasks, thus saving a lot of time they would otherwise spend searching for information.