Information and expertise sharing is the core of successful field service management (FSM) and delivery. With the correct information, you can improve customer service and avoid downtime.
A lack of expertise in knowledge transfer can result in increased costs, lowered productivity, and downturns in customer satisfaction. However, today’s new FSM tools can support knowledge transfer and all the valuable benefits it brings to field service organizations.
Within the structure of FSM, it’s crucial to have a central knowledge repository to help overcome resistance to knowledge sharing. Today’s technology offers many tools to support knowledge transfers. For example, models like knowledge management systems (KMS) and AI automate knowledge platforms that facilitate and collaborate in real-time.
FSM systems, such as the Gomocha Field Service Platform, give field service teams a current information base, easily accessible from anywhere. On-hand information provides expertise to resolve problems and improve customer service. People and processes are critical to ensuring transparent procedures for accessible and transparent knowledge capture, reducing errors and confusion. Diverse technologies are available through Gomocha to support this kind of knowledge transfer. Best practices for knowledge transfer strategies ultimately result in faster problem resolution times. This helps your organization stand out from the competition and succeed, as teams can access the expertise they need in real-time.
Effective Knowledge Transfer for Field Service Teams
The lack of a centralized knowledge repository is a fundamental problem most FSM teams come up against. A company-centralized knowledge repository can administer a single source of vital information that teams can easily access from anywhere. In addition, using a centralized database helps keep disruptions at bay by ensuring everyone is on the same page — this centralized access results in faster problem resolution, cost savings, and group cohesion.
Transferring Tacit Knowledge
Sometimes there are difficulties in transferring knowledge, which is, after all, a lived experience. Since this kind of knowledge is difficult to start building, once you do, it is vital to share this practice among employees, especially when experienced technicians leave or retire. Mentoring and apprenticeship are key to maintaining and collecting this type of knowledge. Technological solutions like AI virtual assistants can assist with this kind of contextual information. Sometimes organizations can overcome resistance to knowledge sharing by providing incentives within a supportive culture and communicating the importance of knowledge sharing to everyone’s job.
Create a Knowledge Transfer Plan
Creating a knowledge transfer plan for all critical strategies and expertise is crucial in a fast-paced, ever-changing environment. By having a knowledge transfer plan, you can prepare for any structural change. A knowledge transfer plan means your organization can effectively manage potential knowledge loss when technicians retire or leave. This protects resolution times and wards off any possibility of decreased productivity. Being proactive by creating a plan now is a critical strategy for protecting your field service company and its market share. Finally, implementing management systems, employee development virtual collaboration tools, mobile applications, and ongoing training and development programs can all ensure everyone is equipped with the knowledge and skills they need to perform their jobs effectively moving into the future.