Field Technologies Q&A: Transforming the way work gets done

Transform the Way Work Gets Done

Bo Wandell, President of AnswersAnywhere sat down with Field Technologies to discuss their Smart3D solution and how 3D Interactive Instructions can improve efficiency, make 3rd party technicians more effective and change the way organizations are addressing the skills gap across field operations. 

Click on the button below to go to Field Technologies Online and read the interview. 

6 Benefits of 3D Instructions

6 Benefits of 3D Instructions

Digital twins and 3D instructions are becoming used widely by industry-leading manufacturers. Organizations realize the potential of these visual disrupters to enhance every part of the service chain.

Specifically, executives are turning to 3D instructions to address many of the field service industry’s challenges, including the Silver Tsunami, talent shortages, skills gaps, and increasing customer demands.

3D instructions allow end-users to interact with a highly visual digital twin of the installed or serviced product. Here are just a few of the benefits this disruptive technology can deliver to organizations:

1.) Increases Comprehension

3D instructions give field service technicians the ability to interact with a digital twin of a product while following a series of animated steps that bring the product to life. Technicians are visually instructed on the installation or repair procedures and, unlike instructions videos or 2D diagrams, they can see it from any angle they wish, pan out and zoom to areas of interest.

This can mean fewer misunderstandings, mistakes and ultimately improve the understanding of the procedure needed to service the asset.

2.) Bridges Skill Gaps

As discussed above, 3D instructions improve comprehension. While this is helpful for all technicians servicing a product, it is instrumental in upskilling new hires who are still finding their field service sea legs.

3D instructions can relay information so that NextGen technicians are comfortable with demonstrating processes in a clear, easy-to-understand way while lessening the burden of training on more experienced staff.

3.) Overcomes Language Barriers

Field service is a global industry, and many companies have offices all over the world. Servicing, installation, and repair manuals often need to be translated into several different languages.

However, unlike traditional text-heavy documents, 3D instructions deliver information visually and include very little, if any, text. As a result, there is far less to translate, and users from different languages can benefit from the same animation, leaving less chance that critical information will get lost in translation.

4.) Enables Self-Service

We’re living in a do-it-yourself age. If a piece of equipment breaks, we’re far more likely to “google” a fix first before we call technical support. Customers want to play a more prominent role in their service experience, with the pandemic accelerating demands for self-service in the last year.

3D instructions create more opportunities for self-service by delivering the knowledge needed for basic fixes and frequent installation and repair issues. 3D instructions return information more efficiently by providing the visual elements lacking in traditional 2D PDF-based instructions, which can be challenging to interpret.

5.) Reduced Time to Market

Most executives agree that delivering knowledge to technicians on site is critical to service excellence. However, many service organizations focus on implementing complex, expensive and time-consuming initiatives instead of focusing on how they can leverage siloed information by repurposing and mobilizing it. 

3D instructions do just this by reusing existing CAD data that has already been designed, published, and approved. Because of this, the time to create and mobilize 3D instructions compared to videos, animations, or even 2D drawings is significantly less.

Working with a provider who can create and manage the 3D instructions will further improve time to value, reduce costs and avoid overburdening internal staff and resources.

6.) Increases Efficiency

It’s no secret that service efficiency is directly related to a technician’s access to knowledge. Imagine the effects on efficiency if that knowledge came in the form of 3D instructions? It will soon be the tool of choice in a field service technician’s toolbox because it means having instant access on-site to servicing, installation, and repair knowledge, all delivered through a visual, interactive interface.

3D instructions allow technicians to save precious time searching through shared files, pages of PDFs, calling technical support, or worse – calling a busy, more experienced technician for help. Not only do they speed up job completion and first-time fix rates, but the best 3D instructions will also decrease incorrect parts orders.

3D instructions are a rapidly growing trend that can bring the above benefits to companies in the short, medium and long-term. To remain competitive, the time to start implementing this new and disruptive technology is now.

Ready to learn more about leveraging 3D instructions to transform service for your field service organization?

AnswersAnywhere Announces Integration with ServiceMax Go and Host of New Features

Seattle, WA – October 18, 2019 –
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.

About AnswersAnywhere:
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

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. For more information, visit

To watch a demo of AnswersAnywhere for ServiceMax, click here!

Is Your Field Service Knowledge Secure?

Does this sound familiar?

You’ve hired a third-party contractor for one of your field service jobs and they need access to your technical data.

Your company’s security protocols might make it difficult for you to grant the contractor access to sensitive data. However, not having access makes it difficult, or even impossible, for them to complete the job they were hired to do.

Or perhaps you have a small team of employees working in an extremely security-conscious environment and you need to control what data they have access to and for how long they have it.

Or maybe you’ve got a hierarchy of employees within your organization, all with different levels of security clearance to sensitive technical data.

These are all scenarios that come up frequently when we speak with organizations.

Let’s face it – in field service, security access is never created equal!

The good news is, there’s an answer.

AnswersAnywhere has functionality that helps security-conscious organizations control who sees what, and for how long. This means you can give someone clearance to access only the exact data they need— for instance, the specific equipment they’re working on – and nothing else.

But wait, there’s more!

AnswersAnywhere works offline, which means contractors can download data onto their phone to help them in a location with no mobile signal.

You can set an expiry date on the data. Think of it like a self-destruction date!

The ability to determine exactly what each employee accesses helps your organization stay secure and compliant. Furthermore, you’re demonstrating to customers how seriously you take the security of their business and assets.

Check out our one minute video to learn more about AnswersAnywhere’s cool security features!