Field service technicians drive customer experience, brand loyalty, and future revenue opportunities. Knowledge is critical to field service success but is often unstructured and found across systems and applications, delaying service resolution.
A skills and talent gap in field service requires that organizations provide digital tools for success, improving worker experience, engagement, collaboration, and retention.
Aly Pinder "If the person using a knowledge system or solution doesn't find the answer the first time, they're going to work around. They are going to call a friend for support."
Dave Hart "For any knowledge solution, start with the technician and work backward. Sometimes people forget what the end user experience is actually like."
