AnswersAnywhere Enhances Integration With ServiceMax To Drive Field Service Knowledge Delivery

AnswersAnywhere, the leading provider of knowledge management solutions for field service organizations, recently announced the release of AnswersAnywhere for ServiceMax v2.0. The enhanced knowledge management solution and integration with ServiceMax is designed to provide field service technicians with fast and easy access to the technical product knowledge required for efficient and successful customer visits.

AnswersAnywhere is a Knowledge-as-a-Service that combines people, process and technology to convert, deliver and continuously update technical 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, FAQs and MS Word and PDF documents. AnswersAnywhere knowledge experts have created and managed knowledge bases for over 200 companies.

ServiceMax is the global market-leader in Service Execution Management, a software category that includes both Field Service Management and Asset Service Management. ServiceMax provides a cloud-based software platform that improves the productivity of complex, equipment-centric service execution for OEMs, operators, and 3rd-party service providers.

“AnswersAnywhere and ServiceMax share the mission of helping manufacturers maximize the value of their field service organizations. The AnswersAnywhere/ServiceMax integrated solution unlocks new opportunities to increase customer satisfaction, first-time fix rates and efficiency,” said Bo Wandell, Vice President of Sales and Business Development for AnswersAnywhere. “As a result of the AnswersAnywhere/ServiceMax integration, field service technicians arrive at a customer site armed with all of the critical parts information and knowledge required to get a piece of equipment back up and running in the shortest possible timeframe.”

The newest version of AnswersAnywhere for ServiceMax features full, bi-directional data exchange with ServiceMax. Technicians can access relevant parts, installation and servicing knowledge from their ServiceMax work order by simply clicking on the integrated AnswersAnywhere button.

Wandell said, “Without leaving the ServiceMax field service management app, technicians can call AnswersAnywhere to gain immediate access to a knowledge base for the down equipment. To order a part in the AnswersAnywhere knowledge base, the technician can automatically drop the part number and quantity needed directly into their ServiceMax work order.”

As a cloud-based platform, AnswersAnywhere can deliver knowledge to field service staff worldwide. For technicians who work in environments without Internet access, AnswersAnywhere is fully operational in both online and offline modes.

According to Dara Sherafat, ServiceMax’s Senior Global Director of ISV Channels, field service organizations that have embraced digital transformation are realizing gains in service revenue and customer satisfaction while also reducing costs. He said, “A key component of a field service organization’s digital transformation strategy is delivering relevant knowledge when and where it’s needed. With the AnswersAnywhere/ServiceMax integrated solution, field service technicians have access to a mobile knowledge base that could contain tens of thousands of up-to-date knowledge articles, parts lists, parts images and product notices.”

Sherafat said that ServiceMax’s medtech customers are particularly interested in knowledge management solutions like AnswersAnywhere to meet government regulations and drive parts ordering efficiency. He said, “In addition to all of the efficiency gains delivered by digital transformation, medtech companies are interested in leveraging knowledge management solutions like AnswersAnywhere to ensure they meet FDA and EU MDR compliance requirements and eliminate costly, incorrect parts orders.”

About AnswersAnywhere
AnswersAnywhere is a Knowledge-as-a-Service created by Infomill. Over 50,000 technical support representatives and field service technicians access a knowledgebase on the AnswersAnywhere platform every month to quickly and accurately install, service and repair equipment.

With offices in the US and UK, the AnswersAnywhere team has been creating innovative knowledge solutions since 1996. Infomill has a pedigree of successful aftermarket information projects with multi-national companies in HVAC, aerospace, mass transit, materials handling and other knowledge-critical sectors. Infomill is located in Derby, UK and Seattle, USA. Companies using the AnswersAnywhere platform include BUNN, Baxi, Centrica and Ferguson. For more information, visit www.answersanywhere.com.

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 www.servicemax.com.