The Service Enabler Platform
A considerable amount of investment over the years has been made in Field Service technology to automate the process of diagnosing, scheduling, dispatching, tracking and debriefing service jobs but surprisingly very little has been spent in the industry on technician enablement.
This is providing the knowledge, skills and techniques required at the point of service to help technicians via their mobile device, improve their approach, competence of completing their assigned tasks in the most efficient. Thus, improving their mean time to install or mean time to repair. Our goal is to impact all the MTTX Metrics and the Overall First Time Fix / First Time Right rate.
While Field Service technology focuses on managing the resource, ensuring parts are available we will focus on helping the technician to complete the task safely in a competent manner in a consistent way no matter if the technician has seen the task before or not.
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The ServiceEnabler includes one eLearning development program for your whole Field Service Organisation for twelve months duration.
ServiceEnabler supplied in Partnership with Interactyx Inc provides:
- An efficient and customizable platform to onboard both staff and third-party contractors getting them up to speed with policies, processes and product knowledge, reducing the overall training and management expense of growing and maintaining a workforce.
- A secure environment where content and control can be assigned at the group level allowing different types of users (technician groups, third parties, vendors, customers etc.) to have access to relevant and curated content. In addition, content access controls how long, a user has access to the content.
- A platform for remote learning and social collaboration when physical presence isn’t available. With current COVID-19 health concerns being able to work apart through a digital platform is key to maintaining and extending the power of knowledge and training.
- Quick and easy options for self-curated content i.e. audio and video capture from mobile devices, delivered into a group for review and approval. This helps senior technicians and experts quickly share best practice and allows junior technicians to show their skills and get critical feedback. With millennials rapidly entering the workforce this type of self-recording and learning fits very well with how they have been learning and interacting through social media.
- Provides rich communities for developing group or tribal knowledge and supports a sense of belonging and sharing through posts, likes media and articles, making the platform an interesting place to visit on a regular basis fostering health competition and gamification through awards and leader boards.
- A detailed Learning Record Stores (LRS) captures all learner transcript information and standards-based API xAPI (tin can), LTI, and SCOMR compliance make the platform integration ready with other learning systems that may be in place for internal staff. In addition, the platform can be easily integrated to field workforce management systems.
- Fully brandable with multiple skins allows branding to be delivered at the group level making it easy to expose the right brand to the right group of users.
- ServiceEnabler is populated with content from Field Service Associates Ltd and other branded e-learning titles, check list and Field Aids