Field Service Knowledge Management: The Link Between Service Excellence And Efficiency

Service excellence demands that the entire team work together to deliver value to the end customer. This combined effort depends on the entire team having a real-time view into the realities in the field. This report will highlight the impact of knowledge management tools on helping organizations achieve their customer service goals in field service.

No longer is it good enough to meet a service window or a scheduled service appointment. In this era of the empowered customer and competition, service must exceed expectations and deliver value in every interaction. And in order to meet those heightened expectations, service organizations must ensure the entire team, not just the field, has access to the right insights in real time to make strategic decisions to deliver value to the customer. Aberdeen Group’s recent report, Knowledge Management for an Integrated Service Experience (December 2015), highlighted that savvy service organizations are 65% more likely to regularly assess the effectiveness of knowledgebase articles and 22% more likely to connect field technicians to remote experts to share knowledge. The ability to quickly diagnose a problem, find the right answer, and resolve the issue on a first visit has never been more integral to the success of service organizations.