service knowledge management

The 5 Knowledge Management Pitfalls to Avoid in Field Service

The knowledge experts at AnswersAnywhere have over 23 years of experience building and deploying mobile knowledge bases for field service.

This means they’ve seen A LOT of mistakes made by companies attempting to get their knowledge management under control. Here are the Top 5 most common mistakes they recommend companies trying to avoid.

1.     Not Collaborating

Knowledge management isn’t the task of just one department. Make sure the entire organization collaborates and all departments benefit from it. This is especially important for organizations dealing with an aging workforce. What better way to capture the information from the heads of experienced retiring workers throughout your company?

Here are more tips for capturing the knowledge of your experienced workers.

2.     Ignoring Your End Users

This seems simple enough, but you’d be surprised at how many field service organizations don’t talk to their engineers and support staff before launching a knowledge management system. Make sure you consult end users throughout the process and gather regular feedback after launch.

The best way to do this is through a survey. Contact us for a template!

3.     Not Keeping it Up-to-Date

Keeping a knowledge base updated, optimized and free from outdated information is not for the faint of heart! However, it’s also extremely important to your field service engineer’s job.

Here’s some useful advice on how to keep your knowledge base current and accurate.

4.     Not Going Offline

As field service goes mobile, engineers are running into this problem all the time. Accessing the information they need on site requires them to be online but the location they’re at has zero signal. Offline access is the only way for field service companies to be truly mobile without letting their KPIs suffer.

Psst. Did you know AnswersAnywhere works offline? Learn more!

5.     Doing Too Much, Too Soon

Where do I start? It’s a question we get all the time! When it comes to launching a knowledge management project, it’s easy to feel overwhelmed. But it doesn’t have to be complicated. In fact, AnswersAnywhere CEO Jonathan Ralphs spoke about this very topic at Field Service USA 2019.  Check out his advice here. 

 

Ready to make a move to better knowledge management? We can help! Our unique service provides the people, process and technology needed for knowledge management success. In short, we do the hard work and you reap the benefits. Contact us today!

 

Is Your Field Service Knowledge Secure?

Does this sound familiar?

You’ve hired a third-party contractor for one of your field service jobs and they need access to your technical data.

Your company’s security protocols might make it difficult for you to grant the contractor access to sensitive data. However, not having access makes it difficult, or even impossible, for them to complete the job they were hired to do.

Or perhaps you have a small team of employees working in an extremely security-conscious environment and you need to control what data they have access to and for how long they have it.

Or maybe you’ve got a hierarchy of employees within your organization, all with different levels of security clearance to sensitive technical data.

These are all scenarios that come up frequently when we speak with organizations.

Let’s face it – in field service, security access is never created equal!

The good news is, there’s an answer.

AnswersAnywhere has functionality that helps security-conscious organizations control who sees what, and for how long. This means you can give someone clearance to access only the exact data they need— for instance, the specific equipment they’re working on – and nothing else.

But wait, there’s more!

AnswersAnywhere works offline, which means contractors can download data onto their phone to help them in a location with no mobile signal.

You can set an expiry date on the data. Think of it like a self-destruction date!

The ability to determine exactly what each employee accesses helps your organization stay secure and compliant. Furthermore, you’re demonstrating to customers how seriously you take the security of their business and assets.

Check out our one minute video to learn more about AnswersAnywhere’s cool security features!