AnswersAnywhere Enhances Integration with ServiceMax to Drive Field Service Knowledge Delivery

Seattle, WA – July 16, 2019 – AnswersAnywhere, the leading provider of knowledge management solutions for field service organizations, today announced the release of AnswersAnywhere for ServiceMax v2.0. The enhanced knowledge management solution and integration with ServiceMax is designed to provide field service technicians with fast and easy access to the technical product knowledge required for efficient and successful customer visits.

AnswersAnywhere is a Knowledge-as-a-Service that combines people, process and technology to convert, deliver and continuously update technical 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, FAQs and MS Word and PDF documents. AnswersAnywhere knowledge experts have created and managed knowledge bases for over 200 companies.

ServiceMax is the global market-leader in Service Execution Management, a software category that includes both Field Service Management and Asset Service Management. ServiceMax provides a cloud-based software platform that improves the productivity of complex, equipment-centric service execution for OEMs, operators, and 3rd-party service providers.

“AnswersAnywhere and ServiceMax share the mission of helping manufacturers maximize the value of their field service organizations. The AnswersAnywhere/ServiceMax integrated solution unlocks new opportunities to increase customer satisfaction, first-time fix rates and efficiency,” said Bo Wandell, Vice President of Sales and Business Development for AnswersAnywhere. “As a result of the AnswersAnywhere/ServiceMax integration, field service technicians arrive at a customer site armed with all of the critical parts information and knowledge required to get a piece of equipment back up and running in the shortest possible timeframe.”

The newest version of AnswersAnywhere for ServiceMax features full, bi-directional data exchange with ServiceMax. Technicians can access relevant parts, installation and servicing knowledge from their ServiceMax work order by simply clicking on the integrated AnswersAnywhere button.

Wandell said, “Without leaving the ServiceMax field service management app, technicians can call AnswersAnywhere to gain immediate access to a knowledge base for the down equipment. To order a part in the AnswersAnywhere knowledge base, the technician can automatically drop the part number and quantity needed directly into their ServiceMax work order.”

As a cloud-based platform, AnswersAnywhere can deliver knowledge to field service staff worldwide. For technicians who work in environments without Internet access, AnswersAnywhere is fully operational in both online and offline modes.

According to Dara Sherafat, ServiceMax’s Senior Global Director of ISV Channels, field service organizations that have embraced digital transformation are realizing gains in service revenue and customer satisfaction while also reducing costs. He said, “A key component of a field service organization’s digital transformation strategy is delivering relevant knowledge when and where it’s needed. With the AnswersAnywhere/ServiceMax integrated solution, field service technicians have access to a mobile knowledge base that could contain tens of thousands of up-to-date knowledge articles, parts lists, parts images and product notices.”

Sherafat said that ServiceMax’s medtech customers are particularly interested in knowledge management solutions like AnswersAnywhere to meet government regulations and drive parts ordering efficiency. He said, “In addition to all of the efficiency gains delivered by digital transformation, medtech companies are interested in leveraging knowledge management solutions like AnswersAnywhere to ensure they meet FDA and EU MDR compliance requirements and eliminate costly, incorrect parts orders.”

 

About AnswersAnywhere:
AnswersAnywhere is a Knowledge-as-a-Service created by Infomill. Over 50,000 technical support representatives and field service technicians access a knowledgebase on the AnswersAnywhere platform every month to quickly and accurately install, service and repair equipment.

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. Companies using the AnswersAnywhere platform include BUNN, Baxi, Centrica and Ferguson. 

 

About ServiceMax:
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. Visit www.servicemax.com.

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.

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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.

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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Infomill Releases New AnswersAnywhere Video

Field Service Management Software – Seeing is Believing

WATCH VIDEO

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.

WATCH VIDEO

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.

WATCH VIDEO FOR A DEMO

Proven results

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.

field-service-optimization

AnswersAnywhere Integrates with ServiceMax to Empower Field Service Technicians

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.

For further information about Infomill and AnswersAnywhere, visit www.infomill.com or contact the US office: telephone 206-850-8503 or email sales@infomill.com

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2017: A Year of Field Service Knowledge Innovation

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.

Infomill’s Knowledge Management System Named an IDC Innovator

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.

Proud Sponsors at Field Service Fall

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.

A New Face at Infomill

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”.

We Must Be Doing Something Right!

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!

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Infomill Selected as a Field Service Innovator by IDC

Infomill, a leading provider of knowledge solutions for field service technicians, has been recognized as one of four IDC Innovators in the field service market. The new report, “IDC Innovators: Field Service for Manufacturing 2017” profiles field service vendors who specialize in manufacturing and offer an innovative technology, groundbreaking new business model or both.

Knowledge-as-a-Service

According to Jonathan Ralphs, CEO, Infomill was selected because of its AnswersAnywhere 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. Ralphs said that the 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.

“We are gratified that AnswersAnywhere has been recognized as an innovative solution in the highly competitive field service market. Because AnswersAnywhere is a Knowledge-as-a-Service, we can help our customers create and deploy a sophisticated field service knowledge base in weeks rather than months,” Ralphs said.

Knowledge Management Solutions to Improve Customer Satisfaction

About Infomill: For the past 21 years, Infomill has been focused on 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.

International Data Corporation (IDC) is the premier global provider of market intelligence, advisory services, and events for the information technology, telecommunications, and consumer technology markets. With more than 1,100 analysts worldwide, IDC offers global, regional, and local expertise on technology and industry opportunities and trends in over 110 countries.

For further information about Infomill and AnswersAnywhere, visit www.infomill.com or contact the US office: telephone 206-850-8503 or email sales@infomill.com

infomill-celebrates-20-years-style

Infomill Celebrates 20 Years in Style

This year, Infomill is proud to announce the 20th anniversary of the company’s founding. And what better way to celebrate this exciting milestone than by thanking employees for their tireless effort and dedication to excellence? Employees were treated to a fun-filled day of clay pigeon shooting, archery, hovercrafting and a falconry exhibit at Yeaveley Estate in Ashbourne.

archery

Most people found piloting the hovercraft particularly challenging. Getting a good score meant control and weight distribution and less gung-ho full throttle action. High score of the day went to Jonny, Infomill’s VP Data Services, whose cautious approach paid off with the least number of faults on the tricky obstacle course.

Neil, who joined Infomill as a software engineer in 1998, found a natural flair for shooting, bagging the highest score of the day despite having never used a shotgun before. He put the more experienced shooters to shame, dropping only 3 marks out of a possible 24.

Lunch was nothing short of a feast, with Yeaveley’s kitchen serving up lamb, salmon, and chicken fresh off the barbecue. Employees grabbed a cold beer or a cup of tea and relaxed out on the lawn in the rare British sun.

The day ended with a 2 hour interactive falconry display which most agreed was the highlight of the event. Most falconry displays stop at just having birds sit on a gloved hand, but this exhibit went one further with the team being encouraged to have birds fly to them.

The day out was a fantastic way to give back to employees, while also proving Infomill isn’t all work, work, work!