How to harness tribal knowledge and free text to squeeze out actionable insights.
In the first installment of the blog, we looked at the vast challenges facing the service industry today and the organizational benefits of better gathering and analyzing that data. Today we’re talking about specific ways to capture and use the data that already exists in your service organization.
First, Harness the Data
Service organizations have more data then they know what to do with. That diversity includes CRM, ERP, asset management, part management, dispatch, mobile, and all the tribal information from veteran employees whose mind is filled with your organization’s and customer’s best practices. In addition, there is a large assortment of uncategorized information ranging from free-text data and customer tickets to machine-generated error messages and parts information.