Improving Field Service Training with Knowledge Management

There’s no denying field service organizations pour a large amount of time and resources into training new talent. In fact, it’s estimated corporations spent around $19.7 million last year on training expenditures alone.

Effective training increases employee retention – this is a no-brainer! According to a survey by Society for Human Resource Management, one third of newly hired staff quit their jobs after the first six months, with the majority citing lack of skills one of the major reasons they leave. Considering the fact that the Millennial worker is twice as likely to leave a job after two years than their predecessors, it’s no wonder field service organizations are putting more emphasis on training than ever before.

What is Effective Training?

So now the question is, what does effective training look like? Companies have long known that the typical “one and done” onboarding process doesn’t work, and this is especially true for field service. Training needs to be an ongoing process and companies need to figure out how to provide new workers with continuous support in the field, in an effective and cost-efficient manner.

Some companies rely on new staff calling support centers for questions and guidance. But let’s be honest, call center staff are already busy, they don’t need the additional burden of providing support training as well!

A Crucial Component in Field Service

Enter Knowledge Management – organizations are starting to realize what a crucial role this plays in the training process, both initially and throughout the employee’s tenure.

A good knowledge management application will provide the digital training new hires need to learn the solution. It allows for scenario-based learning, which in turn makes lessons more impactful, especially when combined with the ability to refer back as needed. Additionally, some knowledge management platforms will allow trainers to monitor everyone’s progress by providing analytics to see who is accessing what information and work individually with those who need extra guidance.

Also consider that millennials are native tech users and expect access to information at all times. By embracing knowledge management, you’re being the kind of forward-thinking organization that millennials want to work for.

Making Knowledge Management a core component to your training process also makes new hires feel empowered. By giving them access to knowledge in the field, they will feel more confident to handle any task that may come their way. All of this leads to increased retention rates in the company.

Increase Adoption to Drive Efficiency

A common complaint we hear from executives who have implemented new software in the field is that workers “don’t use it”, either out of inertia, lack of training (or confidence in that training), or simply because they prefer the “old way of doing things”.

However, by making knowledge management an essential part of new hire onboarding, not only will it provide additional support in the training process, but it will drive adoption of that technology. We already know knowledge management is crucial in the field, reducing repair times by more than 50% and increasing SLA compliance by more than 26%. Ingraining the use of these tools early on will help companies drive efficiency like never before.

Ready to learn more about how knowledge management can make training more effective and empower your field service engineers?