Faster, Better Service—The Power of Information Discussed at Field Service 2012
Field Service 2012 is being hosted in Las Vegas from April 16-19 and Jonathan Yaron, Enigma’s CEO, will be participating in a panel called “Delivering Faster Service With Higher Quality And Fewer Support Calls: Integrating Knowledge Tools And Technical Libraries.” After talking to the panel moderator, it’s clear that the panel has a single goal: to help the audience learn how to improve field service speed and quality.
A number of questions have been planned to engage the panelists, but audience participation will be the key to success for the session. To avoid spilling any secrets we’ll share four of the panel questions, just to get your minds working.
1. What are some of the goals of a knowledge library?
- Faster service/ higher uptime
- More (and bigger) service level agreements (SLA)
- Lower warranty/ no fault found (NFF) costs
2. What are the best sources of information—both quality and quantity?
- Field service
- Customer/ technical support
3. What type of information should go into the knowledge library?
- Fault isolation/ troubleshooting
- Service manuals/ bulletins
- Part lists/ BOM/ Illustrations
- Best practices/ best known methods (BKM)
4. What are the best ways to deliver knowledge to field service, engineers, customers?
- Online, offline, mobile
- Training—internal, field, customers, etc.
- Controlling user access—protecting intellectual property (IP)
All of these topics, and more, will be addressed at Field Service 2012 in Las Vegas so we hope to see you there. If you go, please attend the panel session and then stop by the booth to speak with Jonathan. You can also see a live demo of Enigma’s InService® EPC product. Enigma’s panel session is scheduled for 2:00 pm on the 17th, and we will be demonstrating our field service solutions in booth #5.