Empolis News

Intelligent knowledge management for service – the easy way to digitalize expert knowledge

Kaiserslautern, Germany, September 11, 2019 – Companies in the manufacturing industry are at risk of losing their vast service knowledge. This is mainly due to an acute shortage of specialists and the fact that many experienced employees are leaving the work force. According to the information service “TrendScanner”, 2,500 employees are going to retire on a daily basis next year in Germany. From 2020, the working population will shrink at an unprecedented rate, resulting in a labor shortage of 352,000 employees after just one year. That would equate to the combined workforces of the two giant corporations Daimler and Deutsche Post.


To prevent this enormous loss of knowledge and to secure and utilize the collected expertise for support, field service, and customer self-service, digitalization in the form of intelligent knowledge management offers great potential.


Never before has so much knowledge been just a mouse click away – thanks to the AI-based expert system Empolis Service Express. This solution facilitates searching, finding, and creating service-related knowledge in a portal, from any source and in any format. Even service employees with little experience are thus be enabled to carry out repairs and resolve failures on their own. This helps manufacturers and service providers achieve higher customer satisfaction in service and maintenance of complex products and machines.


Service managers are particularly enthusiastic about the structured knowledge transfer. Tips and hints provided by a field service engineer are passed on to a co-workers via messaging services and are transferred into a knowledge database where it is available for all co-workers.


“Never before has my service team been able to capture knowledge and share it with co-workers in such an uncomplicated and simple way. A tool that quickly proves itself in the working environment,” said Max Devin, Managing Partner at Andres GmbH.


Thanks to simple templates, new entries can be created effortlessly on any device and published via the standardized release process. Entered text is easily be enriched with images, videos, or other documents. This makes for extremely flexible and user-friendly knowledge creation. In the case of mobile devices, texts can even be entered via voice.


Employees can thus add valuable information to the knowledge database with each new resolved service case. In this way, training periods are reduced, new approaches can be jointly identified, and the knowledge database is always kept current. At the same time, the loss of expert knowledge is avoided.



Find out more at: https://www.service.express/en/structured-knowledge-transfer