Conversely, without a holistic and clear information architecture, there is also a risk of losing valuable expertise that your company's service employees have built up over years: Know-how and valuable experience retire with the service technicians or transfer to competitors. In this case, the next generation of service technicians will have to invest a lot of time to reach a similar level of knowledge.
Speaking of young talent: Young service technicians are generally digitally savvy and used to accessing knowledge via short paths. Consequently, they prefer employers who manage their information as clearly and digitally as possible.
Lost in Information: Information gaps in service are this critical
In the German "Insight-Report Service 2022" study, Kothes, together with the customer service associations in Germany (KDV) and Austria (KVA), analyzes what information service technicians need on a day-to-day basis to be productive - and what happens when the information is missing.
The most important source of information for service technicians is their own wealth of experience. But more and more frequently, they encounter new challenges in their customers' plants that require additional information to overcome.
The problem here is not so much a lack of information, but that the service technician has to wade through too much inappropriate or outdated data before finding the information he is looking for.
According to the study, more than 90 percent of technicians spend half an hour a day looking for service information. A third spend at least an hour doing so. One reason for this is that 60 percent of service personnel do not even know where exactly to look.
Ninety-five percent of respondents report that a lack of access to information they were looking for has already resulted in the need for additional service calls. This rate is catastrophic for the first-time fix rate.
What sources of information do service technicians need on a day-to-day basis?
Despite advancing digitization, 44 percent of technicians have to make do with information on paper. More than half of them would like to see a better solution. Asked what would help them troubleshoot quickly, half of the service technicians cited step-by-step instructions, and one-third each cited FAQs and specific troubleshooting information.