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Lessons from the Front Lines of Knowledge Management for Field Service.
Bo Wandell, Infomill’s VP of Sales and Business Strategy shares 4 high level steps organizations should follow in order to ensure technicians have the knowledge they need at the point of service.
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CEO and founder Jonathan Ralphs discusses Infomill’s partnership with ServiceMax from GE Digital and the groundbreaking integration of AnswersAnywhere software with the ServiceMax platform.
Field Service Management Software – Seeing is Believing
The new AnswersAnywhere video, created by Derby-based creative design agency Fluid Ideas, provides viewers with a better understanding of the powerful Knowledge-as-a-Service solution. By providing insight into the AnswersAnywhere process of transforming customers’ existing technical information, as well as giving a brief demonstration of how the solution works, the video clearly illustrates the many benefits AnswersAnywhere provides customers.
Create a Knowledge Base – Use Anytime, Anywhere
How exactly does AnswersAnywhere work?
Infomill’s knowledge engineers work with the organization to draw both legacy and new information from sources such as PDFs, databases, product manuals, CAD drawings, parts lists, break & fix solutions and exploded diagrams. This information is then developed into unique and interactive software that can be made available to any mobile device, using any browser. Currently updating more than 100,000 parts daily, Infomill has the capability to ensure that the knowledge solution is kept entirely current and accurate. Coupled with the fact that AnswersAnywhere can integrate with leading field service management systems, this is a incredible solution to take notice of.
AnswersAnywhere increases first time fix rates by an average of 19%, saving $50,000 per year, per technician by delivering continuously optimized break/fix and parts knowledge online or offline, accelerating fault diagnosis and resolution, streamlining parts ordering, shortening field visits, increasing customer satisfaction and profitability for field service organizations.
Visit AnswersAnywhere to find out more about mobile knowledge management that is purpose-built for field service.
Infomill Integrates AnswersAnywhere with ServiceMax, from GE Digital, to Empower Field Service Technicians with Knowledge-as-a-Service Solution
Infomill, a leading global provider of field service knowledge management, today announced its Partner Certification and integration with ServiceMax, a leader in field service management. The partnership enables GE Digital to offer AnswersAnywhere, Infomill’s knowledge-as-a-Service (KaaS) solution, to its ServiceMax field service customers worldwide.
Already in use by over 50,000 technicians globally, AnswersAnywhere combines people, process and technology to convert, deliver and continuously optimize the knowledge required for field service organizations to increase customer satisfaction, shorten field visits and drive efficiency, accuracy and profitability. Types of knowledge that Infomill knowledge experts convert include hard copy and PDF documents, service manuals, schematic drawings, exploded diagrams, part lists, product descriptions and alerts, database output, images and videos.
ServiceMax is a comprehensive, cloud-based, and mobile field service solution that manages the service delivery end-to-end process. By integrating AnswersAnywhere, service technicians will be provided with online and offline access to the decision-making information they need without navigating away from ServiceMax or researching solutions through hundreds or thousands of pages of documents and databases.
AnswersAnywhere is accessed via a “Find Answers” button on a ServiceMax work order. For the first time, a technician will be able to search through large and complex amounts of information to quickly find the break/fix, installation and service answers they need, as well as identify, locate and add parts to a work order.
Jonathan Skelding, VP of Global Alliances at ServiceMax, said of the partnership, “Infomill’s unique KaaS solution, AnswersAnywhere, is a valuable tool that empowers field service technicians with the critical knowledge that they have so far been lacking when onsite with a customer. By combining a number of disparate data sources into a single, normalized, interactive, mobile knowledge base, AnswersAnywhere adds important value to the ServiceMax platform. Providing service technicians with mobile access to maintenance, installation and troubleshooting knowledge means they can complete service visits faster and more profitably.”
Mobile Service Management for Field Service Technicians
Bo Wandell, VP of Sales and Business Strategy at Infomill, said, “A lot of field service technicians suffer from a knowledge gap when onsite with a customer. In many cases, the required knowledge is locked up in silos of disparate information sources back at headquarters. AnswersAnywhere unlocks that knowledge by delivering valuable and searchable information to the technicians’ mobile device of choice both online and offline. As a result of the integration between AnswersAnywhere and ServiceMax, technicians will have all of the information they need to improve key performance indicators such as first-time fix rates, mean time to repair, and customer satisfaction.”
Infomill will be an exhibiting sponsor at the ServiceMax Maximize event in Las Vegas, NV on September 18th – 20th, 2017 and the Field Service Fall event in Amelia Island, FL on September 25th – 27th, 2017.
Knowledge Base Solution for the Field Service Industry
About Infomill: Built on innovation and agility, Infomill has dedicated 20 years repurposing data to create revolutionary aftermarket production support tools that reduce repeat service visits and drive up customer satisfaction for field service organizations. 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.
January 1st is right around the corner! Infomill has already started looking ahead at 2018 and excited for what the next year has in store for our solutions, AnswersAnywhere and PartsArena. But we don’t want to wish away 2017 too quickly. It’s been a year of Field Service Knowledge innovation here at Infomill, and we couldn’t be more pleased or proud with all we’ve accomplished.
In October, Infomill was recognized as one of four IDC Innovators in the field service market. We were delighted to be chosen for AnswersAnywhere, our Knowledge-as-a-Service which combines people, process and technology to convert, deliver and continuously optimize the knowledge required for field service organizations to increase customer satisfaction, shorten field visits and drive efficiency, accuracy and profitability.
The report, “IDC Innovators: Field Service for Manufacturing 2017” profiles emerging field service vendors who specialize in manufacturing and offer innovative technology, a ground-breaking new business model or both.
ServiceMax Partner Certification Completion of Knowledge Management System
Infomill announced in September its Partner Certification and integration with ServiceMax, a leader in field service management. The partnership enables GE Digital to offer AnswersAnywhere to its ServiceMax field service customers worldwide. The integration will empower field service technicians by providing them with online and offline access to the decision-making information they need without navigating away from ServiceMax or researching solutions through hundreds or thousands of pages of documents and databases.
Integration was our Word of the Year
Infomill formed many strategic partnerships over the course of the year, completing integrations with several field service management software companies and our mobile knowledge solutions. Driven by the need to reduce costs and provide excellent customer service, service organizations are increasingly recognizing integrated software solutions as the key to revenue growth, customer satisfaction and competitive differentiation.
We were very pleased to announce our sponsorship and presence at Field Service Fall this year. The service and support conference was held this September at the stunning Amelia Island Plantation in Florida. Over the course of 3 days, we gained insights into the common challenges and new trends emerging in the industry, while also connecting with others who share our passion for field service.
2017 started off with a bang as Infomill brought on board a new VP of Sales and Business Management to oversee the company’s expansion into North America. Bo Wandell brought with him a wealth of experiences, having held executive level positions with a number of technology companies ranging from start-ups to global enterprises.
Wandell says, “The interest Infomill and AnswersAnywhere attracted in the field service industry this past year has truly been exciting. I am looking forward to 2018 as we continue to forge strategic partnerships and help leading field service organizations deliver even higher levels of performance and profitability”.
In July, we released our new AnswersAnywhere video. To date, the video has received over 19,500 views on YouTube (we promise, those haven’t all been from Infomill employees). The two-minute animation provides insight into the AnswersAnywhere process of transforming customers’ existing technical information, as well as giving a brief demonstration of how the solution works. If you haven’t already, watch now for a better understanding of this powerful Knowledge-as-a-Service solution.
2017 has truly been a year of innovation and integration at Infomill. These are just a few of the many exciting accomplishments we’ve achieved this year. However, we’re not ones to rest on our laurels, and we are already looking ahead to the new year and how we can continue helping service organizations achieving their business goals through our Field Service Knowledge solutions. Stay tuned for some exciting announcements in 2018!
Raise Field Service Productivity with an Integrated Inventory and Knowledge Base Solution
Watch the joint webinar with partner ServiceMax from GE
Servicing medical devices in the field is unlike any other field service. Human lives and wellness depend on medical equipment uptime. To deliver fast First-Time fix rates, your field engineers need to have a detailed knowledge of complex installed equipment, troubleshooting techniques, replacement parts and their availability. Failure to deliver excellent service and lack of adherence to FDA regulations can result in missed SLAs, frustrated customers, penalties and, ultimately, less business for your company.
Mobile Field Service Knowledge
During this webinar, learn how your field service team can increase First-Time fix rates while improving customer satisfaction. You will hear Anna Startseva, Sr. Product Marketing Manager at ServiceMax and Bo Wandell, VP of Sales and Business Development at Infomill, discuss how a curated mobile knowledge base that is integrated with your field service and inventory management solution will help achieve and beat your field service KPIs.
In this webinar we discuss the benefits of knowledge management and show:
- How leading Medical Equipment Manufacturers and Distributors outperform the competition
- How to achieve productivity and customer experience objectives with digital tools
- How an integrated solution from ServiceMax and AnswersAnywhere from Infomill delivers the right equipment and inventory knowledge at the right time so your field engineers can deliver flawless service
- Demonstration of AnswersAnywhere
In a guest blog for Field Service Digital, Infomill’s VP of Sales and Business Strategy Bo Wandell discusses how knowledge management (or the lack thereof) directly impacts first-time fix rates, customer satisfaction and profitability.