Infomill, Inc., developers of the AnswersAnywhere™ Knowledge-as-a-Service, today announced that BUNN® – global leader in commercial beverage equipment – has deployed an AnswersAnywhere product knowledge base to boost customer satisfaction and field service efficiency.
AnswersAnywhere achieves quick success by creating, deploying and updating innovative mobilized knowledge bases for technical support representatives and field service technicians.
BUNN has been a leading, global dispensed beverage equipment manufacturer since 1957. Privately-held and family-owned, the company has a reputation for outstanding post-purchase support. Their customers include foodservice providers worldwide.
Tim Spencer, BUNN’s Senior VP and GM for Service Operations, said providing their field service technicians with direct access to an accurate, up-to-date product knowledge base is critical to customer satisfaction.
“Every minute one of BUNN’s beverage machines are offline for servicing, our customer is losing revenue. With the AnswersAnywhere Android and Apple iOS mobile apps, BUNN’s field service technicians have the latest installation, servicing and parts knowledge in the palm of their hands. Armed with the right knowledge, the technician can get the equipment back in service and producing revenue faster,” said Spencer.
Field service efficiency is also a key driver, said Spencer: “Researching installation, servicing and parts knowledge eats up valuable time during service calls. If our field service technicians save an average of 10 minutes per customer visit due to AnswersAnywhere, that’s over 13 hours saved per tech per month. As a result, we can support more customers with the same number of field service technicians and shorten the downtime for our customers.”
Spencer said he considered buying a knowledge management software package and creating the knowledge base with in-house resources. But he soon realized the complexity, focus and time required to develop and keep updated a knowledge base with hundreds of products and thousands of parts.
“Knowledge management is a puzzle and the pieces must fit perfectly to be successful. By outsourcing KM to the AnswersAnywhere knowledge experts, BUNN’s mobile knowledge base was up and running in about 90 days. With the initial knowledge base delivered to our technicians’ mobile phones and tablets, the AnswersAnywhere team assumes responsibility for keeping the knowledge base up-to-date for the duration of our contract,” he said.
Increasing the challenge, BUNN also wanted a KM solution that integrated with their ServiceMax field service management solution. “AnswersAnywhere features full bi-directional integration with our ServiceMax field service management software. BUNN’s technicians can research parts and products without navigating away from their work order,” said Spencer.
Bo Wandell, Vice President of Infomill, Inc., said AnswersAnywhere is a new outsourced approach to knowledge management. He said, “Knowledge management has a checkered reputation because so many internally launched projects fail. Even large manufactures rarely have the experience, technology or focus required to create and deliver knowledge over the long haul. With AnswersAnywhere, we tore apart the old way of implementing a KM strategy and developed a new outsourced approach that achieves quick success and delivers a multi-year knowledge management roadmap.”
Wandell said that BUNN, like many large manufacturing companies, had an enormous wealth of technical knowledge that was unintentionally locked up in different formats and corporate silos. He said: “The AnswersAnywhere Knowledge-as-a-Service is purpose built to unlock corporate silos. We create a single source of truth focused on the specific knowledge needs of a manufacture’s technical support representatives and field service technicians.”
Since 1957, Bunn-O-Matic Corporation (BUNN®) has been at the forefront of dispensed beverage equipment manufacturers. Grown through five generations of family entrepreneurship, BUNN has become a global partner you can count on for reliable beverage equipment and outstanding post-purchase support wherever customers are served. The BUNN core values of honesty, integrity, and courtesy have created a global network of loyal commercial and home customers who are served by the company’s brand promise, A Partner You Can Count On™. – See more at: http://www.bunn.com/company/about-us.
With offices in the US and UK, the AnswersAnywhere team has been creating innovative knowledge solutions since 1996. Infomill has a pedigree of successful aftermarket information projects with multi-national companies in HVAC, aerospace, mass transit, materials handling and other knowledge-critical sectors. Infomill is located in Derby, UK and Seattle, USA.
AnswersAnywhere is a Knowledge-as-a-Service created by Infomill. Over 50,000 technical support representatives and field service technicians access a knowledge base on the AnswersAnywhere platform every month to quickly and accurately install, service and repair equipment. In addition to BUNN, companies using the AnswersAnywhere platform include Baxi, Centrica and Ferguson. See more at: www.answersanywhere.com.