Training Empowers Your Service Network to Improve Quality and Reduce Costs
Service organizations are measured on metrics such as first-time-fix, time onsite, and accuracy of initial problem diagnosis. These metrics determine the costs associated with customer service call, and also directly impact the quality of the customer service experience.
It was noted in a recent survey that 40% of negative service events were a result of inadequate technician training. Of these negative events, 26% could have been prevented if the field technician had proper product training and real-time access to product information required to achieve a first time fix. It has been shown that consistent training of field service technicians and real-time access to product information while onsite at a service location directly result in significant reductions in misdiagnosis, parts usage, and trips per repair. In turn, there is a direct correlation between a properly trained field service network and customer loyalty, profitable service centers, and repeat sales.
Reduce Your Training Costs while Increasing the Quality and Timliness of Product Information
PlusOne’s KnowledgePLUS is a robust training and information platform that provides geographically dispersed field service technicians with 24/7 access to highly interactive trainings, product information and updates, and installation processes.
Online Training
KnowledgePLUS combines our clients’ product and service expertise with a state-of-the-art learning management system and online product information system. The result is a sophisticated knowledge platform that puts relevant service information at the fingertips of field-based service technicians, and ensures they are able to receive the most current trainings and product information updates in real-time.
Access Anywhere
With KnowledgePLUS, field technicians are able to be quickly and cost-effectively trained on new products, installation processes and repair diagnosis procedures. Field technicians also have mobile access to training modules, bulletins, newsletters, service tips, and “how to” guides that enable first-time-fixes, and faster completion of service events.
