How to successfully network aftersales and documentation
How quickly companies can meet the demand to network both worlds depends on various factors:
- Does silo thinking still exist in the company?
- How high is the quality of the existing database?
- Where does the company stand in terms of networking and digitization?
With the InfoTwin from Quanos, companies can initiate the networking project at any time. The Quanos InfoTwin provides a platform for merging all data required for excellent service. It combines information from spare parts catalogs and technical documentation with current machine and plant data.
The result is a digital twin for aftersales and service that bundles information from technical documentation, spare parts management, and other sources. The following three examples show the added value that Quanos InfoTwin offers.
To link spare parts management and technical documentation, interfaces must be identified. To do this, one works with metadata and mapping, for example: The metadata of a chapter on engine cleaning must contain the engine's article number. However, this direct linking only works as long as the article number does not change. If it changes, for example due to a change of supplier, this results in a high data maintenance effort.
InfoTwin offers a more efficient way of linking via indirect links and parameters. In our example, the part number of the motor is not linked to the documentation, but rather the part type "gearmotor" and the output power "180 watts". From the documentation, the parameters can then ideally be used to obtain unique hits or to narrow down the results to two or three options using a filter.
Another approach that can be pursued with InfoTwin in the future is the identification and enrichment of metadata with the help of artificial intelligence. The AI analyzes the content of chapters and suggests metadata. The technical editor checks the result and makes corrections. In this way, the quality of the suggestions improves over time while the effort is reduced.
The combination of spare parts management and technical documentation also offers advantages for on-site service activities. For example, if the InfoTwin accesses step-by-step instructions from the documentation, it can guide the service technician through various processes like an intelligent assistant and support his activities.
The technician receives additional information on suitable wear parts, operating materials or special tools and is offered a direct link to these. Thus, the technician knows how to perform the repair and what he needs for it.