With ite­ra­ti­ve search to solu­ti­on of the ser­vice case — Inno­soft interview

With ite­ra­ti­ve search to solu­ti­on of the ser­vice case — Inno­soft interview

Demo­gra­phic chan­ge brings with it many chal­len­ges — that’s not­hing new. But what is cur­r­ent­ly being strug­gled with in many pla­ces is the know­ledge that is in dan­ger of being lost due to the genera­tio­nal chan­ge — and also the tech­ni­cal chan­ge. How do you sus­tainab­ly secu­re the know­ledge of employees — and how do you make it avail­ab­le to tech­ni­ci­ans, decisi­on-makers and cus­to­mers in such a way that the solu­ti­on is only one step away? That’s why Inno­soft GmbH has tea­med up with Ser­vice Mate GmbH. We’­re tal­king about tech­ni­cal ser­vice 4.0 — SERVICE TODAY edi­tor Micha­el Braun dis­cus­sed what’s behind it with Rai­ner Goos, Mana­ging Direc­tor of Inno­soft GmbH.

Micha­el Braun: Mr. Goos, the image of the clas­sic ser­vice tech­ni­ci­an is chan­ging — not least due to demo­gra­phic deve­lo­p­ments in socie­ty. What chal­len­ges are you obser­ving in this context?

Rai­ner Goos: In princip­le, the clas­sic, ste­reo­ty­pi­cal image con­sists of the ser­vice tech­ni­ci­an on his own who is on the road, on his own respon­si­bi­li­ty, com­ple­ting cus­to­mer appoint­ments, get­ting the customer’s sys­tems up and run­ning again. The­se are the good old col­leagues who in princip­le know ever­ything and can do almost ever­ything, sim­ply from expe­ri­ence, espe­cial­ly with long-lived machi­nes that are them­sel­ves alrea­dy of a cer­tain age. The only pro­blem in many ser­vice orga­niz­a­ti­ons is that this know­ledge is still in the minds of the tech­ni­ci­ans, is poor­ly or insuf­fi­ci­ent­ly docu­men­ted, and is the­re­fo­re of no help when the tech­ni­ci­an hims­elf has no time or the next genera­ti­on takes over. No mat­ter how com­mit­ted the­se col­leagues are, they sim­ply lack expe­ri­ence and thus, in many cases, knowledge.

Micha­el Braun: This is a chal­len­ge that you can meet with cur­rent approa­ches to solving…

Rai­ner Goos: That’s right. We have worked inten­si­ve­ly on how we can initia­te and estab­lish a sus­tainab­le trans­fer of know­ledge with gre­at added value for the ser­vice orga­niz­a­ti­ons. We asked our­sel­ves how this ser­vice know­ledge can be collec­ted and stored in such a way that it is hel­pful­ly retriev­a­ble and ide­al­ly alrea­dy sug­gests the next step that the tech­ni­ci­an needs to take. Howe­ver, we do not do this alo­ne, but coope­ra­te here with the Ser­vice Mate from Würzburg.

Micha­el Braun: What exact­ly does this coope­ra­ti­on look like?

Rai­ner Goos: We at Inno­soft have been spe­cia­li­zing in digi­ti­zing ser­vice orga­niz­a­ti­ons for years, espe­cial­ly when it comes to quo­ta­ti­on and order manage­ment, ticket pro­ces­sing or sche­du­ling in field ser­vice. Our soft­ware is avail­ab­le as a clas­sic on pre­mi­se solu­ti­on or as a field ser­vice manage­ment solu­ti­on from the cloud. As a tech­no­lo­gy plat­form, Ser­vice Mate inte­gra­tes the pre­vious sys­tem islands of a ser­vice orga­niz­a­ti­on. We bring the two tog­e­ther in a sin­gle solu­ti­on. The idea is that ser­vice employees can access the ser­vice con­tent rele­vant to them from any loca­ti­on. To achie­ve this, tech­ni­cal docu­men­ta­ti­on and ser­vice reports are con­nec­ted. The­se can then come from the ticket sys­tem at Inno­soft, for examp­le, or from the order manage­ment. We com­bi­ne the strengths of both worlds in one sys­tem, so to speak.

Micha­el Braun: How can you then ima­gi­ne this technically?

Rai­ner Goos: On the one hand, we have the ent­i­re con­tent of a ser­vice orga­niz­a­ti­on in the Inno­soft app­li­ca­ti­on. This is avail­ab­le to a ser­vice orga­niz­a­ti­on, so it can be acces­sed. Tech­ni­cal docu­men­ta­ti­on, ser­vice reports, ticket data — all of this is valu­able data, espe­cial­ly when it comes to reco­gni­zing and clas­si­fy­ing ser­vice cases and using them to gene­ra­te solu­ti­ons for chal­len­ges in the field. We call this Smart­Se­arch: The ser­vice tech­ni­ci­an or the ser­vice mana­ger acces­ses the docu­ments with all their data via a search, and Smart­Se­arch ensu­res with the intel­li­gent plat­form that the sear­cher is gui­ded to exact­ly the place that con­tains what he needs for his solu­ti­on path. So it’s all about good wiring of the con­tent on one side with the tech­no­lo­gy on the other.

Micha­el Braun: What does Ser­vice Mate do at this point, and what other data sources are imaginable?

Rai­ner Goos: The gre­at thing is that cus­to­mers are not limi­ted to the data­set from Inno­soft. In the imple­men­ta­ti­on, it is also pos­si­ble to other data pools can be tap­ped in order to pro­vi­de sui­ta­ble ans­wers to ques­ti­ons and to map even com­plex pro­ces­ses. For us, it is essen­ti­al to offer cus­to­mers added value with this solu­ti­on. That’s why it’s alrea­dy inte­gra­ted into Inno­soft FSM and we’ll be expan­ding our field ser­vice manage­ment solu­ti­on even fur­ther in this direc­tion. Ser­vice Mate con­nects with various com­pon­ents, for examp­le with tech­ni­cal docu­men­ta­ti­on, which enab­les pro­blem-rela­ted access and auto­ma­tic lin­king of the infor­ma­ti­on with each other — across sys­tems, by the way. The alrea­dy implied fault ana­ly­sis is gre­at: if requi­red, the gui­ded dia­gno­sis can also inclu­de cir­cuit dia­grams or spa­re parts cata­logs if necessary.

Micha­el Braun: How can I then ima­gi­ne this from the user’s point of view?

Rai­ner Goos: Spe­ci­fi­cal­ly, it’s about gai­ning infor­ma­ti­on. And to get this infor­ma­ti­on, I have to name my cur­rent case. But it does not have to be the exact wor­d­ing that could be stored in the back­ground. It’s about the mea­ning and con­text that we want to cover with seman­tic search. If we think of ser­vice cases and won­der whe­re the point of ent­ry could be, then in prac­ti­ce this is stored rela­tively clear­ly in the Inno­soft inter­face. he user pres­ses the Smart­Se­arch but­ton and can start the search. The user sear­ches for objects that can help him in exact­ly the con­text he is cur­r­ent­ly in. The user can dis­play a list of search hits or vary the search. If the results match, the user can book­mark them for later, simi­lar ser­vice cases.

Micha­el Braun: And as a ser­vice tech­ni­ci­an, can I use this on the road, or do I have to rely on the coope­ra­ti­on of the office staff?

Rai­ner Goos: Of cour­se, the resour­ce plan­ning depart­ment has access to the sys­tem, but so do the ser­vice tech­ni­ci­ans them­sel­ves when they are on the road. For this pur­po­se, the mobi­le solu­ti­on is also avail­ab­le in Inno­soft on the smart­pho­ne and tablet. Smart­Se­arch can then be car­ri­ed out online the­re. Thus the ser­vice tech­ni­ci­an can approach to the solu­ti­on to his chal­len­ge in the field via an ite­ra­ti­ve search.