Sharing information, expertise, and insights is critical to field service industry success. The correct information is crucial for field service teams to coordinate in a spirit of excellence and customer service. Accurate information at the right time takes everyone’s best effort in collaboration. Working together to improve knowledge transfer improves resolution times, increases customer satisfaction, and provides efficient delivery and reduced costs.
Resolve Issues and Bolster Customer Support
Knowledge transfer helps field service teams resolve issues and bolster customer support. However, increased costs and dips in customer satisfaction can occur without a well-planned, centralized knowledge transfer plan. An ounce of prevention is worth a pound of cure: A centralized knowledge repository can be a challenge in the fast-paced world of field service operations. Rapid technological advancements can provide many exacting tools for knowledge transfer, combating resistance to knowledge sharing among teams and high rates of technician turnover, in addition to limited time and resources.
New Knowledge Management Systems
Today’s technology can make these challenges more manageable and effective. New knowledge management systems (KMS) can create and automate knowledge transfer, AI tools, and virtual training planning — all of which facilitate remote learning and knowledge sharing. In addition, mobile applications can provide teams with real-time access to information. These next-generation field service management systems (FSMs), such as Gomocha’s Field Service Platform, integrate KMS and an AI-powered virtual assistant. For example, the “GomoAssist” lets teams access needed information to provide excellent service and turnaround times.
Challenges and Best Practices
Transferring knowledge can be difficult. Tacit knowledge comes from lived experiences of technicians, many of whom may have moved on. A centralized repository assists in keeping this vital information at hand. Both mentoring and apprentice programs are excellent means to cultivate knowledge sharing of best practices and experiences between techs. It’s in this way that vital knowledge lives on for future employees. This ensures expertise is transferred to other team members even if a valued tech retires.
Sometimes there can be resistance to knowledge sharing in field service teams. However, by creating a culture of knowledge sharing, your organization can underscore collaboration and communication, helping training and development. Bolstering employee knowledge is key, as it helps create a supportive workplace culture that allows for a strategic knowledge-sharing approach. Limited time and resources can also pose a challenge. To overcome this, leverage technology tools that automate, streamline, and provide real-time support. Virtual assistants, chatbots, and mobile applications are fast ways to deliver critical information and knowledge resources.
Effective Knowledge Transfer
Effective knowledge transfer allows for a strategic knowledge-sharing plan that supports a collaborative information-sharing culture and knowledge transfer between teams. These are the essentials for a solid start to effective knowledge transfer and increased business success. Improved productivity, employee engagement, and customer satisfaction benefit from an effective knowledge-transfer strategy. Increased efficiency and productivity result from using AI-powered tools and mobile FSM systems to help resolve issues quickly. A culture of collaboration that meets frequently to share experiences is also money in the bank, creating a more agile operation.
Read More: Gomocha and Field Service News’ Whitepaper Knowledge Transfer: The Art of Information