When was the last time you had a repair technician come out to fix a broken appliance? Were they carrying a big repair manual (or a set of manuals) that included every conceivable model of the appliance available? Or did they try to keep track of all the repair procedures in their head? Did they have to try several different options before they figured out what was actually broken?

In a traditional service environment, whether the product is a kitchen appliance, a laptop computer, or a jet airplane, many organizations face similar issues:

  • There is a lapse between when information is updated and when those updates are available to service technicians.
  • Information is hard to find and is rarely, if ever, tailored for a specific product model.
  • Technicians often "guess" at the appropriate repairs based on a set of symptoms.
  • If data is captured during the repair at all, it is often incomplete or inaccurate, and it is not made available to the service organization until a report is filed.
  • If the service technician requires aid from technical support, he or she must verbally communicate any data captured, resulting in potential errors and miscommunication.

Personalized, Interactive Content with Real-Time Feedback

With Titania's products, an organization can create personalized, interactive content that can guide the technician (or end user) through the content based on the user's feedback at the point of execution. In addition, the user's feedback is captured and distributed to the appropriate recipients in your organization to facilitate better customer service and enable more effective future improvements.

Example

A washing machine field service technician arrives at the customer location and inputs the exact model of the washing machine into his handheld tablet. An interactive repair manual for the specific model (and no other) opens in the tablet window. The technician inputs information as prompted and is directed to the specific repair procedure needed based on the information provided.

As the technician performs the procedure, each step is determined by input provided by the technician, so that the technician only receives the information that is relevant to the specific repair needed. Simultaneously, all of the input is captured and sent, in real-time, to the technical support organization. If the technician needs to call into technical support for additional assistance, the technical support representative can pull up the information on their screen and instantly see everything the field technician has input. This interactive guidance and collection of input reduces errors, speeds repair completion times, and improves customer service.

If the technician encounters an error in the documentation, or learns something new in the field about a specific repair procedure, he or she can also be given permission to update the repair procedure in real-time. In doing so, any other technician in the field who performs the same procedure would automatically and instantly receive the update without needing to interface with the technical support organization.