The 5 Knowledge Management Pitfalls to Avoid in Field Service

service knowledge management

The knowledge experts at AnswersAnywhere have over 23 years of experience building and deploying mobile knowledge bases for field service.

This means they’ve seen A LOT of mistakes made by companies attempting to get their knowledge management under control. Here are the Top 5 most common mistakes they recommend companies trying to avoid.

1.     Not Collaborating

Knowledge management isn’t the task of just one department. Make sure the entire organization collaborates and all departments benefit from it. This is especially important for organizations dealing with an aging workforce. What better way to capture the information from the heads of experienced retiring workers throughout your company?

Here are more tips for capturing the knowledge of your experienced workers.

2.     Ignoring Your End Users

This seems simple enough, but you’d be surprised at how many field service organizations don’t talk to their engineers and support staff before launching a knowledge management system. Make sure you consult end users throughout the process and gather regular feedback after launch.

The best way to do this is through a survey. Contact us for a template!

3.     Not Keeping it Up-to-Date

Keeping a knowledge base updated, optimized and free from outdated information is not for the faint of heart! However, it’s also extremely important to your field service engineer’s job.

Here’s some useful advice on how to keep your knowledge base current and accurate.

4.     Not Going Offline

As field service goes mobile, engineers are running into this problem all the time. Accessing the information they need on site requires them to be online but the location they’re at has zero signal. Offline access is the only way for field service companies to be truly mobile without letting their KPIs suffer.

Psst. Did you know AnswersAnywhere works offline? Learn more!

5.     Doing Too Much, Too Soon

Where do I start? It’s a question we get all the time! When it comes to launching a knowledge management project, it’s easy to feel overwhelmed. But it doesn’t have to be complicated. In fact, AnswersAnywhere CEO Jonathan Ralphs spoke about this very topic at Field Service USA 2019.  Check out his advice here. 

 

Ready to make a move to better knowledge management? We can help! Our unique service provides the people, process and technology needed for knowledge management success. In short, we do the hard work and you reap the benefits. Contact us today!