The Critical Tools Manufacturers Need to Excel at Service Delivery with a Contracted Workforce

The manufacturing industry is rapidly changing, and the role that third party workers play in service excellence is becoming even more critical. Technological advancements in AR and IoT were already driving the move towards a contractor-focused – or gig – economy. In 2018, the IDC predicted that within two years, 20% of service would be delivered by contractors.

Since then, the combination of the field service skills gap and the COVID-19 pandemic has pushed 3rd party workforces directly into the spotlight and cemented outsourcing as an essential part of service delivery. Manufacturers are turning to third-party providers to overcome travel restrictions, reduce costs and extend their service capabilities.

To ensure outstanding service for clients, organizations must invest in the right tools to support and manage external service workers.

Provide 3rd Party Workers with Mobile Knowledge…

Service efficiency is directly related to a technician’s access to knowledge. A 2019 TSIA (Technology Services Industry Association) report found that knowledge management had a huge impact on performance, with a 50% reduction in mean time to repair.

The need for knowledge is true for all technicians, whether they are employees are contractors. In a survey by the Aberdeen Group of 3rd party workers, 24% said their primary reason for a repeat visit was because they didn’t have the necessary knowledge to complete the task the first time.

Mobile knowledge tools are a necessity for field service excellence, and one of the most important solutions a manufacturer can invest in if they wish to deliver or maintain a high quality of service delivery.

…But Don’t Provide More Knowledge Than Necessary

Not having access to technical and parts data makes it difficult, or even impossible, for 3rd party contractors to complete the job they were hired to do.

However, this is easier said than done when the manufacturer or customer’s security protocols might make it difficult to grant the contractor access to sensitive data. It becomes even trickier with blended workforces, where employers might have a hierarchy of employees within your organization, all with different levels of security clearance to sensitive technical data.

The ability to manage exactly what a contractor can access is critical for organizations stay secure and compliant. Furthermore, it is an important demonstration that manufacturers take the security of their customers’ business and assets.

Investing in a mobile knowledge tool that gives managers complete control over who sees what information and for how long will allow organizations to safeguard sensitive data while ensuring their workers – both internal and external – have the information they need onsite.

Use Analytics to Monitor 3rd Party Worker Performance

Extending service capabilities with a 3rd party workforce calls for more attention to monitoring external field staff’s task performance. However, with many technicians in different regions, supervision and quality control can be far more complicated. Managers need to have access to real-time information about how external providers perform.

One area of data analytics that is often overlooked is insight into how technicians are using available knowledge. And yet, this information is one of the most critical for an organization to locate knowledge gaps and training needs, as well as identify behaviors that are affecting Key Performance Indicators (KPIs) such as first time fix rates and mean time to repair.

Knowledge is the Way Forward in Field Service

A gig-economy staffing model has long been on the rise worldwide, and service leaders are already embracing the use of a blended or outsourced workforce to navigate the challenges of a post-pandemic industry, workforce retirement, the talent gap, and evolving customer needs.

In order to meet and exceed the expectations of the customer, organizations will need to prioritize mobile tools that will enable technicians to efficiently resolve customer needs while also providing appropriate safety protocols and monitoring capabilities for the company.

In the Age of Digital Transformation, Why Are Organizations Still Relying on PDFs?

The Digital Transformation has marked a radical rethinking of how field service organization use technology to do business, as well as what customers expect around the services and products these organizations deliver. Simply “getting by” with outdated technology is not a viable option for any company that wants to stay competitive and profitable.

Despite this rapid digital acceleration, one holdover from the Jurassic period still remains: the PDF.

The PDF is Clunky, Outdated and Frustrating to Use

In a recent article for NN/g, Jakob Nielsen discusses several usability issues of PDFs, calling them “unfit for human consumption” in this digital era. The 7 concerns he identifies as problematic are:

  1. Linear and limiting: PDFs are typically converted documents that were intended to be printed and were created in print-focused programs like Microsoft Word. Because of this, PDFs usually askew digital best practices around UX or accessibility.
  2. Jarring user experience: There is no denying that PDFs are outdated and clunky. This is even more true for the millennial user who has grown up viewing information on web browsers and mobile devices.
  3. Slow to load: PDFs can take a painfully long time to load, particularly if they’re large files with many pages or images (I’m looking at you, service manuals). Additionally, users can face extra charges if they are forced to download those hefty PDF using data instead of Wi-Fi.
  4. Stuffed with fluff: The creators of PDFs tend to favor quantity over quality. Because they aren’t designed with the same mindset as, say, a web page, they lack the substance that makes digital formats easier to read such as bullets, subheadlines, anchor links, and chunking. This makes it much harder to skim a PDF to look for the information that the user needs.
  5. Cause disorientation: Unlike digital platforms, PDFs lack standard interface elements and navigation tools like floating menus or return/back buttons. Users to struggle to stay oriented with where they are or return to previously visited places, preventing them from navigating through the content with speed or ease.
  6. Unnavigable content masses: PDF users have no quick way of understanding the type of content available in the PDF or getting to the interesting section without scrolling through everything that comes before them. Posters of PDFs mistakenly think that a clickable table of contents will solve this issue, but it doesn’t. Users still have to spend time and effort scanning the table of contents for relevant keywords, hoping that it’s a match. Of course, if users jump to a section of a PDF, only to find it doesn’t contain the information they were looking for, they are then forced to scroll 75-pages back up to the table of contents and try again.
  7. Sized for paper, not screens: As discussed before, PDF layouts are almost always optimized for a printed sheet of paper, so they rarely ever align with mobile devices. Unfortunately, mobile devices are where field service technicians tend to view most of their technical and servicing information. This means a lot of scrolling through a lot of tiny, unreadable fonts, pinching, zooming, and squinting until they find the information they need.

The PDF is Not Fit for Field Service

All of this adds up to one thing: your field service technicians hate the PDF. It makes your workers less efficient, less accurate and more stressed out. The inability to navigate PDFs means finding information is more challenging and time consuming. This leads to failed KPIs, customer dissatisfaction and higher churn rates among your workers.

Unfortunately, organizations still incorrectly assume that posting a PDF online is faster and easier than creating a more accessible way of publishing and disseminating information. Of course, who can blame them? Creating an efficient digital knowledge solution requires a blend of expertise, experience and technology that few organizations possess.

Plus, once its launched, the knowledge will need to be regularly updated and optimized to ensure field service technicians are not working with outdated, inaccurate data. What is the point of saving your field service department time and money by converting to a digital knowledge solution if you’re just going to put it all back into creating and maintaining the same solution?

This is why investing in a provider that has experience in transforming your existing PDFs and other disparate knowledge into a useable, efficient, mobile knowledge solution is the best option. It will save your organization a lot money, stress and wasted resources, while also delivering the accelerated digital transformation you need to stay competitive.

Field Service Technicians Need More Than “Good Enough”

For far too long, organizations have taken the “good enough” approach to knowledge management. Expecting your field service technicians to scroll through hundreds of pages of PDFs to locate important – even critical – information wasn’t ideal, but it was “good enough”.

However, the pressures of an aging workforce, shifting customer expectations and operating in a post-pandemic world have rapidly accelerated the digital transformation. Whether or not organizations continue to take the “good enough” approach will be the different between sinking and swimming.

Bottom line: it’s time to ditch the PDFs for a knowledge solution that works with your mobile workers, not against them.

Case Study: BUNN Arms On-Site Engineers with Off-line Interactive Technical Data

When beverage equipment company BUNN realized they needed to provide their field service engineers with direct access to information in order to increase field service efficiency, and strengthen their reputation of exceptional post-product support via BUNNserve, they turned to AnswersAnywhere to deliver a custom, mobile product knowledge base.

VIEW CASE STUDY

Is Your Knowledge Management Strategy Preparing You for Life After COVID-19?

COVID-19 is rapidly accelerating digital transformation for service organizations, and knowledge management is playing an enormous part. Companies will need to rely heavily on third-party contractors, and all engineers — both third-party and employees — will need to limit contact onsite by completing the fix the first time and as quickly as possible. In addition, the forecasted economic downturn brought on by the pandemic is creating intense pressure within service organizations to reduce costs and increase profitability.

In a guest blog for ServiceMax, AnswersAnywhere VP Bo Wandell discusses how companies can provide the digital training and deeper knowledge that engineers need onsite to improve accuracy and efficiency, while also reducing cost pressures.

 

Step Away from the Shared Folder: Why Knowledge Management Shouldn’t be an Inside Job

Digital transformation has been on the minds of field service organizations for some time now. However, the COVID-19 pandemic has not only underlined the important of being digitally enabled. It has also underlined the urgency to accelerate it.

One of the most critical areas in need of digital transformation is information accessibility. Not only are organizations having to rely more heavily on third party contractors in order to limit travel, but the aging workforce challenge that many organizations were already grappling with pre-pandemic has been expedited. In fact, a recent study found that significantly more American workers are going into early retirement, compared to previous economic downturns. For companies to stay competitive, they need to change the way they are capturing and dispersing knowledge, and they need to do it fast.

Which leaves field service execs scrambling to figure out how quickly they can get a knowledge management solution launched. The answer, more than ever, is outsourcing.

Why Should You Outsource Your Knowledge Management Project?

With the threat of a post-pandemic recession looming, it might seem counterproductive for your organization to outsource knowledge management when you should be pinching pennies. However, creating, delivering and maintaining an effective knowledge solution takes a combination of people, process and technology in order to be successful, all resources that are most likely in short supply within most companies right now.

Hiring a provider will save your organization a lot money, stress and wasted resources, while also delivering the accelerated digital transformation you need. Here are 6 reasons why hiring an outside provider reduces the risk of inefficient knowledge management:

Lower Operational Costs

As mentioned above, outsourcing helps organizations save costs related to labor, training, business operations, technology and more.

Mitigate Risk

Knowledge management technology is advancing rapidly. Companies mitigate risk by avoiding investment in technology and resources that could become obsolete quickly or fail to deliver adequate ROI.

Get Access to Latest Technology

Save your organization the cost of investing in-house by finding a knowledge management provider familiar with the latest trends and innovations, as well as the know-how to deploy it to your team.

Save Time

TSIA reports it takes an average of 12 days to publish just one new article in a knowledge base. Outsourcing allows you to focus internal resources on other projects and growing your operations.

Access to Experts

Creating an efficient knowledge management solution requires a blend of expertise, experience and technology. Plus, once launched, the knowledge will need to be kept up-to-date and optimized to ensure field service engineers are not working with outdated, inaccurate data. By outsourcing, companies have access to the most knowledgeable experts in the field. A knowledge management company worth their salt will have ample experience to draw from and well-developed processes in place.

Competitive Advantage

To keep ahead of the competition, businesses need to think strategically and efficiently. Outsourcing means you can focus on core business processes while turning over non-core operations such as knowledge management to the experts.

There is no doubt that COVID-19 has caused many companies to fast-track their digital transformation strategy. However, if the strategy is going to be successful, knowledge management must play a big role. Working with a knowledge management provider is the best way to ensure you get an effective, and accelerated, strategy in place.

How Knowledge Tools Can Help Recession-Proof Your Company

The word “recession” seems to be on everyone’s minds at the moment. While it is nearly impossible to predict the exact timing of an economic recession, most experts agree that, due to the Covid-19 pandemic, there is one in the near future. With the threat of a recession looming, it might be tempting for your organization to cut corners and pinch pennies. It’s always a good idea to routinely examine and curtail costs, but now is the time to be on the offensive, not the defensive.

In a guest blog for the Service Council, AnswersAnywhere Vice President Bo Wandell explores why knowledge management is one of the best recession-proofing tools for field service organizations.

 

White Paper: Knowledge = Field Service Profits

Like never before, field service organizations are being recognized as a source of valuable recurring revenues and profits. At the same time, field service managers are being buffeted by the winds of change—demographic and technological—that are driving renewed interest in knowledge management strategies.

This joint white paper from AnswersAnywhere and ServiceMax will provide some insights into launching a knowledge management initiative and building a financial case for investing in a knowledge solution to help you cope with the winds of change.

 

GET THE REPORT