Service and support continue to be the primary points of customer contact. Frontline employees are uniquely positioned to build trust with your customers who are happy to see them because their problem is about to be solved. And they listen as your customers share on-site experiences: the good, the bad, and the ugly.
Empowering your frontline employees with the knowledge and flexibility they need — in the field and on the fly — sets them up for maximum success and enhances your customer relationships.
Digital forms close knowledge transfer gaps
Mobile forms and guided procedures give organizations the opportunity to capture and formalize everything from basic processes to complex business-critical activities which achieves organizational knowledge, whether in a formal or informal environment for frontline employees and third party workers. In many companies, this looks like a set of unwritten rules and/or workarounds for getting things done effectively and efficiently.
Before technology enabled real-time knowledge and data capture, an organization’s collective knowledge could erode each time an employee retired or otherwise left the company. A departing senior engineer may be the only person who knows why a database was organized a certain way. Now, with mobile forms and guided procedures, your newest hire can learn from your most experienced ones — including those who have moved on or retired.
Now from day one, organizations can attract and retain the next generation of employees with “smart” tools and advanced mobile technology. With massive cultural shifts in the world of work, new hires may be game changers. A well-developed organizational knowledge base shortens their learning curve and makes them more effective on a more efficient timeline.
Every new employee comes with training and onboarding costs. Leveraging mobile technology and advances in artificial intelligence (AI) and augmented reality (AR) can reduce the cost per new hire and bring them up to speed faster. Using advanced technology on mobile devices can help frontline employees identify parts and original equipment manufacturer (OEM) configurations. It can also prompt employees to ask better questions, guide them through troubleshooting, and improve diagnostics, maintenance, and repair processes. With these advantages, customers receive better service calls and organizations reduce the number of on-site visits and recurring issues — an incredible 360-degree value native to Salesforce.
Building the base
Updated information, contributed by frontline employees’ day-to-day interactions with it, keeps your organizational knowledge base growing for greater depth, increasing relevance, and enhanced precision. As notes, case files, and service reports become part of the knowledge base, your frontline employees are empowered to search for relevant information that serves your customers better.
Mobile access to your organizational knowledge — whether online or off — makes it easier for frontline employees to find next steps, brainstorm solutions, and upskill on the fly. And mobility creates opportunities for teamwork, which builds supportive relationships among your teams and supports a collaborative company culture.
New technology takes time and effort to incorporate into established workflows. Keep these transitions smooth with a user-friendly, intuitive platform, and an always current, AI-enabled organizational knowledge base in the palm of every frontline employee’s hand.
To learn more about data capture for closing your organization’s knowledge transfer gaps, contact us.