AnswersAnywhere, the leading global provider of knowledge management solutions for field service organizations, today announced integration with ServiceMax Go and the availability of innovative usage analytics and control over the delivery of proprietary technical knowledge.
AnswersAnywhere’s integration with ServiceMax Go, ServiceMax’s new mobile app for service execution management, further supports AnswersAnywhere’s mission of delivering parts and service knowledge to field service engineers when they need it most – on site with a customer. Bo Wandell, Vice President of AnswersAnywhere said, “From inside ServiceMax Go, a field service engineer can call hundreds or thousands of pages of relevant parts and service knowledge simply by pushing the integrated AnswersAnywhere button.” Wandell said that a part selected from an AnswersAnywhere parts list or exploded product diagram can be added automatically to a work order in ServiceMax Go.
According to a Technology Services Industry Association’s (TSIA) research report 2019 Field Services Technology Stack, deploying a knowledge management solution reduced mean time to repair by more than 50% and lowered annual employee attrition rates by over 3 points. “Knowledge management has evolved from a ‘nice to have’ to a strategic necessity for field service organizations seeking ways enhance efficiency, increase service profits and improve engagement with their mobile device focused workforce,” Wandell said.
Unlike traditional knowledge management software solutions, AnswersAnywhere is a complete outsourced knowledge management service that includes the people, process and technology required to transform disparate parts and technical information into a mobilized knowledge base purpose-built to address the needs of field service engineers. Wandell said, “Developing and deploying a knowledge management strategy in a big corporation is not for the faint of heart, but it is a perfect outsourcing opportunity. Because AnswersAnywhere is a Knowledge-as-a-Service, we can deploy the first version of a customer’s field service knowledge base in 90 days after project launch.”
According to John Stetic, Senior Vice President of Innovation and ISV Partnerships at ServiceMax, AnswersAnywhere is a seamless complement to ServiceMax. Stetic said, “Our ServiceMax customers are large companies servicing complex assets supported by hundreds of field service engineers around the globe. Productivity and efficiency dramatically improve when field service technicians are provided with the right tools and information via ServiceMax and integrated parts and technical product knowledge from AnswersAnywhere – enabling successful service execution.”
AnswersAnywhere for ServiceMax v3.0 also includes new analytics that track and report every interaction with a field service knowledge base. “Field service executives want to understand how parts catalogs and service knowledge are being leveraged in the field so they can draw correlations between usage and achievement of key performance indicators,” Wandell said. “If AnswersAnywhere Analytics uncovers that the top 20% best performing field service engineers also are the most frequent users of the field service knowledge base, that’s an important piece of the puzzle when trying to figure out how to make the remaining 80% more efficient.”
AnswersAnywhere also has released new security functionality called Knowledge Segmentation, aimed at companies that employ third party service providers. Knowledge Segmentation allows field service managers to control access to parts and service knowledge based on audience. Access can be limited to specific products or a much larger subset. Additionally, organizations can create an “expiration date” that allows individuals to access information for a certain length of time, even if the information has been downloaded to a mobile device.
AnswersAnywhere is a Knowledge-as-a-Service that combines people, process and technology to convert, deliver and continuously update parts and product knowledge for use by field service technicians and technical support representatives. The types of source information that AnswersAnywhere knowledge experts convert into usable, interactive knowledge bases includes FAQs, parts lists, installation and service manuals, schematic drawings, exploded diagrams, product descriptions and alerts, safety notices, database output, images, videos and MS Word and PDF documents.
AnswersAnywhere knowledge experts have created and manage technical product knowledge bases for over 200 companies. For more information, visit www.answersanywhere.com.
ServiceMax is the global leader in Service Execution Management, offering cloud-based software that improves the productivity of complex, equipment-centric service execution. Enterprise companies across the globe have turned to ServiceMax to help them keep the world running. For more information, visit www.servicemax.com.
To watch a demo of AnswersAnywhere for ServiceMax, click here!