BUNN® Deploys AnswersAnywhere™ to Drive Customer Satisfaction and Shorten Field Service Calls

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.”

About BUNN®:

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.

About Infomill:

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.

About AnswersAnywhere™:

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.


CEO and Founder to Speak at Field Service USA 2019

Jonathan Ralphs, CEO and Founder of Infomill, the creators behind AnswersAnywhere, will be speaking at Field Service USA in Palm Springs, CA.

Jonathan will join industry leaders from Johnson Controls and Tokyo Electron on the panel “Exploring the Latest Tools and Best Processes for Effective Knowledge Management“. The panel will examine the latest technologies to support the gathering and maintaining of knowledge and discuss:

  • What most often goes wrong and how can these pitfalls be avoided?
  • How can next generation tech like augmented reality and artificial intelligence aid in knowledge management?
  • How can organizations ensure they have the right mobile tools to have this information at their techs’ fingertips?
Don’t miss this opportunity to gain insight and advice from some of the top leaders in knowledge management!

3:25pm on Wednesday, April 24th | “Exploring the Latest Tools and Best Processes for Effective Knowledge Management” | Field Service USA 2019 | Palm Springs, CA

About Jonathan Ralphs: Jonathan Ralphs is founder and CEO of Infomill, the company behind AnswersAnywhere Knowledge-as-a-Service.  He has worked in the field of information technology reinforcing aftermarket support systems for over 30 years. Transitioning from his initial background in systems design to strategic planning has given Jonathan a rounded view of business needs to drive efficiency, productivity and growth. He has been fortunate to work with ground-breaking companies in the US, Europe and Asia in a range of markets including aerospace, HVAC, power, automotive, defense, mass transit, materials handling, shipping and others. Jonathan’s skills have been utilized in client consulting studies and steering the growth of AnswersAnywhere, which is now recognized as one of the world’s leading knowledge enablement solutions in the Field Service Management (FSM) sector.

About AnswersAnywhere:  AnswersAnywhere is a Knowledge-as-a-Service created by Infomill, Inc. It delivers installation and servicing knowledge to field service technicians when and where they need it by unlocking corporate silos and providing field service technicians with a “Single Source of Truth” containing up-to-date mobilized knowledge.  Putting an AnswersAnywhere into the hands (literally) of a technician increases first-time fix rates and appointments per day while decreasing average time spent onsite and incorrect part orders. Over 50,000 field technicians worldwide depend on AnswersAnywhere mobilized product knowledge bases.

Speed to Knowledge: The secret to knowledge management in the MedTech industry

Last week, I had the pleasure of attending Field Service Medical Device in San Diego, CA. The event provided an endless supply of in-depth conversations regarding the pains that Med-Tech companies were facing in the field. One topic that came up again and again was the need for engineers to have better access to technical information while on site.

One service director I spoke to was lamenting the amount of time his field service engineers spent searching for the correct piece of information. He made a great comment that probably rings true for a lot of medical device field service organizations: if you put an experienced field service engineer in a room with a broken piece of equipment, most likely they would eventually get that broken machine up and running again. However, he continued, that’s not how field service works.

Efficiency is the Name of the Game

The attendee makes an excellent point that I’m sure we can all agree with: When it comes to MedTech field service, efficiency is the name of the game… and efficiency doesn’t happen without access to knowledge.

Did you know that field service organizations incur $1.68M of unnecessary costs per year due to lack of access to knowledge? It’s easy to read this statistic and think the solution is simply to give your engineers access to knowledge. However, simply giving them all the knowledge they need isn’t enough to deliver efficient service.

Many organizations recognize that their engineers need more efficient access to knowledge. However, too many focus on the publishing and creating of new knowledge. While the creation of new knowledge certainly has its place within an organization, this is definitely not the most effective approach.

In KMWorld’s 2016-17 Knowledge Management Survey, 56% of corporate executives said the main challenge to developing and delivering a knowledge base is the fact that knowledge sharing is not integrated into their staff’s daily work regime and the required information is locked up in enterprise silos. Couple this with the fact that it takes 12 days for field service organizations to create just one new knowledge base article and you can see why creating new knowledge is not the efficient solution it might first appear to be!

If Creating New Knowledge Isn’t the Answer, then What Is?

A much-more efficient approach for field service organizations intent on getting knowledge to their engineers is to focus on the delivery of existing knowledge which already has been created and validated by internal departments.

Virtually every corporation has an enormous amount of valuable explicit knowledge locked up in departmental silos in the form of paper based documents, PDFs, product and installation manuals, service notices, training materials, part lists, images, 3-D renderings, exploded diagrams and databases.

In short, why recreate the wheel when all the information that your engineers need to do their job efficiently already exists?

Of course, it simply isn’t enough for field service engineers to have access to the information needed to fix a piece of equipment. They also need to be able to quickly search and locate the information they need while on site, know that that information is up-to-date and compliant with current regulations, and have access to it no matter what their location’s connectivity is like. After all, when you’re in the basement of a hospital trying to get a critical piece of medical equipment up and running, the last thing you should have to worry about is how good your wireless connection is.

By working with a Knowledge Management company that specializes in taking the wealth of knowledge that exists within a corporation and transforming it into a single knowledge base that is mobile, current and easily searchable, organizations can bypass the exhausting and time-consuming task of creating a knowledge base from scratch.

Or, as our knowledge experts at AnswersAnywhere like to call it: Speed to knowledge!


White Paper: Setting Your Knowledge Free

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.

Get your free copy today!


AnswersAnywhere to Sponsor Field Service Medical 2019

Want to improve compliance, accelerate uptime and increase profitability? We can show you how at Field Service Medical 2019!

AnswersAnywhere is excited to announce we’re sponsoring Field Service Medical, February 25th – 27th, 2019 in San Diego, CA.

Advance your service, share knowledge across your company, achieve compliance and drive your business forward.

Not registered yet? Register today to save $675 with our discount code: FSM19INFOM

Stop by our booth to find out why over 50,000 field service technicians are using AnswersAnywhere every day.

AnswersAnywhere is a proven service technology that’s already helping businesses share critical knowledge to deliver excellent service.

In every medical equipment company, there’ll be knowledge and data to draw on. But is it accessible directly to those that need it the most?

AnswersAnywhere does just that. It provides the most up-to-date knowledge that your field service team requires, wherever they are.

The result is improved compliance, reduced operating costs and happier customers.

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2018: A Year in Review

A new year is upon us (believe it or not)! Now is the perfect time for reflection on our achievements and lessons learned. 2018 was an incredibly busy year for AnswersAnywhere as we continued our upwards momentum. Let’s take a look at some of the highlights from 2018 as we sail into the new year.

Were You at Field Service This Year? We Were!

2018 was a year of networking and travel for AnswersAnywhere, and we wouldn’t have it any other way! We were proud to sponsor three Field Service trade shows. First, we headed to sunny Palm Springs, CA in April for Field Service USA. In August, we jetted to the sandy beaches of Amelia Island, FL for Field Service Fall. Finally, we joined our AnswersAnywhere UK colleagues in Amsterdam to cap the year off at Field Service Europe.

Watch Bo Wandell, VP of Sales and Business Strategy demonstrate AnswersAnywhere at Field Service Fall ’18.

The Field Service events continue to be the premier place to learn about best practices and leading edge technology, while interacting with industry leaders and top tier vendors.

We’re not slowing down in the new year! Sign up to stay up to date on AnswersAnywhere news and events in 2019.

Taking Work to the Next Level at Knowledge18

Of course, the Field Service shows weren’t the only events we sponsored this year, as we attended Knowledge18 in Las Vegas, NV. AnswersAnywhere is a proud technology partner of ServiceNow, and Knowledge18 presented the perfect opportunity to network and reconnect with a community of ServiceNow customers, experts, and partners.

Learn More about our integration with ServiceNow Field Service Management!

Setting New Standards of Field Service Efficiency with ServiceMax

In May, we were extremely excited to announce the successful completion of certification testing of the app-to-app integration capabilities of AnswersAnywhere and the ServiceMax Field Service App. Through the new integration, users can seamlessly launch the AnswersAnywhere app from within the ServiceMax mobile app and pull up the relevant technical and parts knowledge, before passing the selected parts directly to the ServiceMax Field Service App.

This integration showcases the ongoing dedication of both AnswersAnywhere and ServiceMax to supporting service technicians in completing service visits faster, more accurately and more profitably.

Learn more about our partnership with ServiceMax and watch a video demonstration of our integration.

Most Read: How Mature is Your Field Service Organization?

Mobility continues to be a hot topic in field service, as our most popular blog of the year proves! More and more companies are making investing in mobile technology a priority for 2019 and beyond. However, it’s clear the industry has a way to go still. Market intelligence company, Aberdeen, recently published its Mobile Field Service Survey, which found that only 54% of field service organizations can be classified as “mature”.

Find out where your organization falls on this maturity scale!

3,000 Views and Counting!

At the end of November, we released our new AnswersAnywhere video. We’ve been thrilled at the great response the video has received, already receiving over 3,000 views on YouTube! The video runs just over one minute and provides insight into the process of transforming customers’ existing technical information into an interactive, optimized mobile knowledge base. If you haven’t already, watch now for a better understanding of how this powerful Knowledge-as-a-Service solution empowers your field service technicians with the knowledge they need.

Watch Video to Learn More

These are just a few of the highlights from an outstanding year. We can’t wait to see what 2019 has in store as we continue our commitment to knowledge management innovation and field service efficiency.

We’d love to talk to you about your organization’s knowledge management efforts! Contact us today for a no-obligation discussion.