{"id":35985,"date":"2025-06-05T09:00:45","date_gmt":"2025-06-05T07:00:45","guid":{"rendered":"https:\/\/www.logicline.de\/?p=35985"},"modified":"2025-06-10T11:00:17","modified_gmt":"2025-06-10T09:00:17","slug":"how-the-integration-of-knowledge-management-simplifies-service","status":"publish","type":"post","link":"https:\/\/www.logicline.de\/en\/how-the-integration-of-knowledge-management-simplifies-service","title":{"rendered":"How the integration of knowledge management simplifies service"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"35985\" class=\"elementor elementor-35985 elementor-35967\" data-elementor-post-type=\"post\">\n\t\t\t\t<div class=\"elementor-element elementor-element-da74ecb e-flex e-con-boxed e-con e-parent\" data-id=\"da74ecb\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-0669ad4 elementor-widget elementor-widget-heading\" data-id=\"0669ad4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">How the integration of knowledge management simplifies service<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ca5d183 elementor-widget elementor-widget-text-editor\" data-id=\"ca5d183\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p data-pm-slice=\"1 1 []\"><strong>Knowledge management makes service faster, more efficient and more customer-friendly.<\/strong><\/p><ul><li><p><strong>Time savings:<\/strong> Employees can access information up to 35% faster.<\/p><\/li><li><p><strong>Cost reduction:<\/strong> companies with 4,000 employees save up to USD 2 million per month.<\/p><\/li><li><p><strong>Customer satisfaction:<\/strong> 83% of customers expect quick responses, 72% remain loyal if the service is good.<\/p><\/li><li><p><strong>Problem solving:<\/strong> Information silos are broken down, knowledge gaps are closed and machine downtime is reduced.<\/p><\/li><\/ul><p>Central databases, AI and IoT are used to optimize service processes, minimize downtimes and increase efficiency. Companies such as <a class=\"\" href=\"https:\/\/www.siemens.com\/\" target=\"_blank\" rel=\"noopener noreferrer\">Siemens<\/a> and <a class=\"\" href=\"https:\/\/www.orvis.com\/?srsltid=AfmBOorQYyV7c7ZTBUvksNPHOc8oqCf6jrnC1AtjqDPsNowYBQtHBswk\" target=\"_blank\" rel=\"noopener noreferrer\">Orvis<\/a> show how these approaches work in practice. <\/p><p><strong>Conclusion:<\/strong> Knowledge management is the key to better service, more satisfied customers and lower costs.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-dfd6c6a e-flex e-con-boxed e-con e-parent\" data-id=\"dfd6c6a\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-ef5ee80 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"ef5ee80\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-48fd1be e-flex e-con-boxed e-con e-parent\" data-id=\"48fd1be\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-c3a99a1 elementor-widget elementor-widget-heading\" data-id=\"c3a99a1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Integration of a portal for service technicians at Carl Zeiss Meditec AG<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9c0eb17 dce_masking-none elementor-widget elementor-widget-video\" data-id=\"9c0eb17\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;youtube_url&quot;:&quot;https:\\\/\\\/www.youtube.com\\\/watch?v=yEz_kk4WDgY&quot;,&quot;video_type&quot;:&quot;youtube&quot;,&quot;controls&quot;:&quot;yes&quot;}\" data-widget_type=\"video.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-wrapper elementor-open-inline\">\n\t\t\t<div class=\"elementor-video\"><\/div>\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7181ddf elementor-widget elementor-widget-text-editor\" data-id=\"7181ddf\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p class=\"p1\">Taking service to the next level: A knowledge management portal was introduced at Carl Zeiss Meditec to make service manuals and troubleshooting guides available for troubleshooting.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-4c1cee6 e-con-full e-flex e-con e-parent\" data-id=\"4c1cee6\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-51c4a5c elementor-widget elementor-widget-text-editor\" data-id=\"51c4a5c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h2 data-pm-slice=\"1 1 []\">Frequent service problems in mechanical and plant engineering<\/h2><p>In mechanical and plant engineering, scattered sources of information and an inadequate exchange of knowledge slow down efficiency and impair customer satisfaction.<\/p><p>The figures speak for themselves: <strong>58% of employees<\/strong> waste at least one hour a day struggling through outdated document management systems <a class=\"\" href=\"https:\/\/www.docupile.com\/why-manufacturing-industry-should-use-document-control-software\" target=\"_blank\" rel=\"noopener noreferrer\"><sup>[6]<\/sup><\/a>. At the same time, employees spend almost <strong>20% of their working time<\/strong> searching for information alone. <\/p><p>Machine breakdowns are an expensive problem. In the mining industry, the average cost per breakdown is <strong>USD 180,000<\/strong>, which can cost the industry up to <strong>USD 10 billion<\/strong> a year <a class=\"\" href=\"https:\/\/www.innovapptive.com\/blog\/overcoming-equipment-maintenance-challenges-in-mining-industry\" target=\"_blank\" rel=\"noopener noreferrer\"><sup>[5]<\/sup><\/a>. In addition, mining companies spend <strong>35-50% of their annual budgets<\/strong> on machine maintenance <a class=\"\" href=\"https:\/\/www.innovapptive.com\/blog\/overcoming-equipment-maintenance-challenges-in-mining-industry\" target=\"_blank\" rel=\"noopener noreferrer\"><sup>[5]<\/sup><\/a>.  <\/p><p>Another problem is the ageing workforce: <strong>in 2020, almost a quarter of employees<\/strong> in the manufacturing industry were over 55 years old <a class=\"\" href=\"https:\/\/bloomfire.com\/blog\/knowledge-management-systems-in-manufacturing\" target=\"_blank\" rel=\"noopener noreferrer\"><sup>[3]<\/sup><\/a>. When they retire, they often lose valuable experience that is rarely documented. These challenges lead to specific knowledge gaps, which are examined in more detail below.  <\/p><h3>Identify knowledge gaps<\/h3><p>Knowledge gaps are often caused by <strong>incomplete repair data<\/strong> and <strong>inconsistent documentation<\/strong>. According to <a class=\"\" href=\"https:\/\/www.mckinsey.com\/\" target=\"_blank\" rel=\"noopener noreferrer\">McKinsey<\/a>, companies could achieve a <strong>30-35% increase in efficiency<\/strong> through a more precise document search. <\/p><p>One example: <a class=\"\" href=\"https:\/\/www.sw.siemens.com\/en-US\/\" target=\"_blank\" rel=\"noopener noreferrer\">Siemens Digital Industries<\/a> has used AI-supported knowledge management to significantly reduce the time spent searching for information and increase the reusability of expertise, as CEO Cedrik Neike reports.<\/p><p><strong>10-15% of all inquiries<\/strong> to service desks result from missing or difficult-to-access documentation. Service technicians are then faced with complex systems without having the necessary information to hand. In addition to these gaps, a lack of knowledge sharing further exacerbates the problems.  <\/p><h3>Problems due to a lack of knowledge exchange<\/h3><p>Poor knowledge sharing leads to <strong>longer downtimes<\/strong>, <strong>lower productivity<\/strong> and <strong>dissatisfied customers<\/strong>. <strong>47% of respondents<\/strong> report that information is scattered across different apps <a class=\"\" href=\"https:\/\/www.coveo.com\/blog\/knowledge-management-challenges\" target=\"_blank\" rel=\"noopener noreferrer\"><sup>[2]<\/sup><\/a>. The result? Employees waste time by developing processes twice or failing due to bottlenecks <a class=\"\" href=\"https:\/\/slack.com\/blog\/collaboration\/process-documentation\" target=\"_blank\" rel=\"noopener noreferrer\"><sup>[9]<\/sup><\/a>.  <\/p><p><a class=\"\" href=\"https:\/\/www.gp.com\/\" target=\"_blank\" rel=\"noopener noreferrer\">Georgia-Pacific<\/a> has tackled this problem with generative AI. Product Manager Carter Smith explains: <\/p><blockquote><p>\u201cThe long-standing problem of knowledge loss affects the entire manufacturing sector. Generative AI helps us take proactive steps to solve it. As experienced employees retire, implementing a reliable tool with perfect memory strengthens our workforce and helps us gain and maintain our competitive advantage.\u201d <a class=\"\" href=\"https:\/\/aws.amazon.com\/solutions\/case-studies\/georgia-pacific-optimizes-operator-efficiency-case-study\" target=\"_blank\" rel=\"noopener noreferrer\"><sup>[7]<\/sup><\/a><\/p><\/blockquote><p>Ryan Holbird, Senior Manager for Digital Transformation at Georgia-Pacific, adds:<\/p><blockquote><p>\u201cUsing generative AI to bring together information from different sources for quick and easy answers was a game changer for us. It&#8217;s like having a digital expert who is always there and ready to help both new and experienced operators find the right answers quickly.\u201d <a class=\"\" href=\"https:\/\/aws.amazon.com\/solutions\/case-studies\/georgia-pacific-optimizes-operator-efficiency-case-study\" target=\"_blank\" rel=\"noopener noreferrer\"><sup>[7]<\/sup><\/a><\/p><\/blockquote><p>Another obstacle is the <strong>resistance of employees<\/strong> to share their knowledge. Although <strong>75% of organizations<\/strong> recognize the importance of knowledge management, only <strong>9% are actually able<\/strong> to implement this goal effectively <a class=\"\" href=\"https:\/\/www.coveo.com\/blog\/knowledge-management-challenges\" target=\"_blank\" rel=\"noopener noreferrer\"><sup>[2]<\/sup><\/a>. A central knowledge management system could help here by pooling information and facilitating sharing.  <\/p><h2>Tools for the integration of knowledge management<\/h2><p>Today&#8217;s tools combine platforms with AI and IoT to make service processes more efficient. They provide service teams with the information they need quickly and accurately &#8211; exactly when they need it. <\/p><p>An interesting figure: <strong>86% of service professionals<\/strong> say that customer expectations are higher than ever before, and <strong>78% note<\/strong> that customers are under time pressure. At the same time, <strong>61% of customers prefer self-service options<\/strong> and <strong>65% use knowledge bases<\/strong> as their preferred source of information <a class=\"\" href=\"https:\/\/www.salesforce.com\/service\/what-is-knowledge-management\/system\" target=\"_blank\" rel=\"noopener noreferrer\"><sup>[12]<\/sup><\/a>. Below we take a look at key tools and their areas of application.  <\/p><h3>Salesforce Knowledge and Empolis Service Express<\/h3><p><img decoding=\"async\" src=\"https:\/\/mars-images.imgix.net\/seobot\/screenshots\/help.salesforce.com-39d61c06ba417a0a2c93676da642fc10-2025-06-01.jpg?auto=compress\" alt=\"Salesforce Knowledge\"><\/p><p>Both <a href=\"https:\/\/help.salesforce.com\/s\/articleView?id=service.knowledge_map.htm&amp;language=en_US&amp;type=5\" target=\"_blank\" rel=\"noopener\"><strong>Salesforce Knowledge<\/strong><\/a> as well as <a href=\"https:\/\/www.service.express\/\" target=\"_blank\" rel=\"noopener\"><strong>Empolis Service Express<\/strong><\/a> offer an ideal solution for industrial knowledge management needs. Salesforce Knowledge acts as a central platform and covers all basic functions. Empolis Service Express uses decision trees, can also be used from other environments and is already supplemented with specialized functions for mechanical and plant engineering.  <\/p><p><a class=\"\" href=\"https:\/\/help.salesforce.com\/s\/articleView?id=service.knowledge_lightning_enable.htm&amp;language=en_US&amp;type=5\" target=\"_blank\" rel=\"noopener noreferrer\"><strong>Lightning Knowledge<\/strong><\/a> integrates directly into the Salesforce platform <a class=\"\" href=\"https:\/\/www.salesforceben.com\/introduction-salesforce-knowledge\" target=\"_blank\" rel=\"noopener noreferrer\"><sup>[13]<\/sup><\/a>. This allows companies to seamlessly integrate their service processes into existing CRM systems. <\/p><p>Empolis Service Express organizes service knowledge in a structured way and can be easily integrated into systems such as <a class=\"\" href=\"https:\/\/www.sap.com\/index.html\" target=\"_blank\" rel=\"noopener noreferrer\"><strong>SAP<\/strong><\/a>, <a class=\"\" href=\"https:\/\/www.microsoft.com\/en-us\/dynamics-365\" target=\"_blank\" rel=\"noopener noreferrer\"><strong>Microsoft Dynamics<\/strong><\/a> and also <strong>Salesforce<\/strong> <a class=\"\" href=\"https:\/\/aws.amazon.com\/marketplace\/pp\/prodview-d5zw6k635tayi\" target=\"_blank\" rel=\"noopener noreferrer\"><sup>[11]<\/sup><\/a>. Companies such as <a class=\"\" href=\"https:\/\/global.abb\/group\/en\" target=\"_blank\" rel=\"noopener noreferrer\">ABB<\/a>, <a class=\"\" href=\"https:\/\/www.bmwgroup.com\/en.html\" target=\"_blank\" rel=\"noopener noreferrer\">BMW<\/a>, <a class=\"\" href=\"https:\/\/www.bosch.com\/\" target=\"_blank\" rel=\"noopener noreferrer\">Bosch<\/a>, <a class=\"\" href=\"https:\/\/www.zeiss.com\/microscopy\/en\/home.html\" target=\"_blank\" rel=\"noopener noreferrer\">Carl Zeiss Microscopy<\/a>, <a class=\"\" href=\"https:\/\/www.homag.com\/en\/\" target=\"_blank\" rel=\"noopener noreferrer\">Homag<\/a> and <a class=\"\" href=\"https:\/\/www.kuka.com\/\" target=\"_blank\" rel=\"noopener noreferrer\">Kuka<\/a> already rely on these solutions <a class=\"\" href=\"https:\/\/aws.amazon.com\/marketplace\/pp\/prodview-d5zw6k635tayi\" target=\"_blank\" rel=\"noopener noreferrer\"><sup>[11]<\/sup><\/a>. <\/p><p>An example from practice: <a class=\"\" href=\"https:\/\/www.ibm-e.com\/\" target=\"_blank\" rel=\"noopener noreferrer\"><strong>Internet Creations<\/strong><\/a> implemented a public knowledge database for <a class=\"\" href=\"https:\/\/www.solarwinds.com\/service-desk\/managed-service-providers-service-desk\" target=\"_blank\" rel=\"noopener noreferrer\">Solarwind&#8217;s MSP<\/a> within a month. The result? Over <strong>1,000 cases<\/strong> were successfully processed <a class=\"\" href=\"https:\/\/www.salesforceben.com\/introduction-salesforce-knowledge\" target=\"_blank\" rel=\"noopener noreferrer\"><sup>[13]<\/sup><\/a>.  <\/p><h3>Using AI and IoT for knowledge management<\/h3><p>AI-supported tools and IoT sensor data are revolutionizing knowledge management. They help to predict equipment failures, optimize maintenance schedules and extend the service life of machines. According to forecasts, global AI investments will increase from <strong>307 billion US dollars (2025)<\/strong> to over <strong>632 billion US dollars (2028)<\/strong> <a class=\"\" href=\"https:\/\/www.designveloper.com\/blog\/ai-and-iot\" target=\"_blank\" rel=\"noopener noreferrer\"><sup>[15]<\/sup><\/a>. At the same time, <strong>18.8 billion IoT devices<\/strong> are expected to be connected by the end of 2024 &#8211; an increase of 13% compared to the previous year <a class=\"\" href=\"https:\/\/www.designveloper.com\/blog\/ai-and-iot\" target=\"_blank\" rel=\"noopener noreferrer\"><sup>[15]<\/sup><\/a>.   <\/p><p>With AI, companies can significantly increase their efficiency: <strong>forecasting errors are reduced by up to 50%<\/strong> and lost sales due to stock shortages are reduced by up to 65% <a class=\"\" href=\"https:\/\/www.ibm.com\/think\/topics\/ai-in-operations-management\" target=\"_blank\" rel=\"noopener noreferrer\"><sup>[16]<\/sup><\/a>. In customer service, organizations report a <strong>35-55% reduction in processing time<\/strong>, <strong>25-40% lower operating costs<\/strong> and a <strong>20-35% increase in customer satisfaction<\/strong> <a class=\"\" href=\"https:\/\/smartdev.com\/unlocking-operational-efficiency-with-ai\" target=\"_blank\" rel=\"noopener noreferrer\"><sup>[14]<\/sup><\/a>. <\/p><p>Success stories underpin these figures: <a class=\"\" href=\"https:\/\/www.gm.com\/\" target=\"_blank\" rel=\"noopener noreferrer\"><strong>General Motors<\/strong><\/a> was able to reduce unplanned downtime through predictive analytics <a class=\"\" href=\"https:\/\/www.designveloper.com\/blog\/ai-and-iot\" target=\"_blank\" rel=\"noopener noreferrer\"><sup>[15]<\/sup><\/a>. <a class=\"\" href=\"https:\/\/www.ibm.com\/\" target=\"_blank\" rel=\"noopener noreferrer\"><strong>IBM<\/strong><\/a> saved <strong>$160 million<\/strong> during the COVID-19 pandemic with AI-powered supply chain solutions while achieving a 100% order fulfillment rate <a class=\"\" href=\"https:\/\/www.ibm.com\/think\/topics\/ai-in-operations-management\" target=\"_blank\" rel=\"noopener noreferrer\"><sup>[16]<\/sup><\/a>. <a class=\"\" href=\"https:\/\/www.electrolux.com\/\" target=\"_blank\" rel=\"noopener noreferrer\"><strong>Electrolux<\/strong><\/a> reduced the resolution time for IT problems from three weeks to one hour, saving over <strong>1,000 hours<\/strong> per year <a class=\"\" href=\"https:\/\/www.ibm.com\/think\/topics\/ai-in-operations-management\" target=\"_blank\" rel=\"noopener noreferrer\"><sup>[16]<\/sup><\/a>.<\/p><h3>Security and compliance requirements<\/h3><p>Protecting sensitive service data is essential. Data breaches cost compliant companies an average of <strong>5.65 million US dollars<\/strong>, while non-compliant organizations have to spend <strong>2.3 million US dollars<\/strong> more <a class=\"\" href=\"https:\/\/gitprotect.io\/blog\/security-compliance-best-practices\" target=\"_blank\" rel=\"noopener noreferrer\"><sup>[17]<\/sup><\/a>. <\/p><p>Interesting: <strong>82% of all data breaches<\/strong> have a human origin. This shows how important clear security guidelines and training are. Nevertheless, only <strong>18% of companies<\/strong> have linked security risks to compliance activities <a class=\"\" href=\"https:\/\/gitprotect.io\/blog\/security-compliance-best-practices\" target=\"_blank\" rel=\"noopener noreferrer\"><sup>[17]<\/sup><\/a>.  <\/p><p><strong>Empolis Service Express<\/strong> meets the highest security standards and is certified according to <strong>ISO 27001<\/strong>, <strong>ISO 27017<\/strong> and <strong>ISO 9001<\/strong> <a class=\"\" href=\"https:\/\/www.service.express\/en\/knowledge-management\" target=\"_blank\" rel=\"noopener noreferrer\"><sup>[10]<\/sup><\/a>. These certificates guarantee the protection of sensitive data in accordance with international standards. <\/p><p>For a solid security strategy, companies should rely on <strong>SOC 2-compliant providers<\/strong>, clearly define access rights and carry out regular training. In addition, the monitoring of suspicious activities and well thought-out software integration are among the cornerstones of a successful implementation. In this way, companies create a secure basis for their knowledge management processes.  <\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<section class=\"elementor-element elementor-element-a56861e e-con-full e-flex e-con e-parent\" data-id=\"a56861e\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t<div class=\"elementor-element elementor-element-ebbbd06 e-flex e-con-boxed e-con e-child\" data-id=\"ebbbd06\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-be5a3de e-con-full e-flex e-con e-child\" data-id=\"be5a3de\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-0d00a2b elementor-widget__width-initial elementor-widget-tablet__width-inherit elementor-widget-mobile__width-inherit elementor-widget elementor-widget-heading\" data-id=\"0d00a2b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">IoT asset management in Salesforce from logicline<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-555de3c e-con-full e-flex e-con e-child\" data-id=\"555de3c\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div data-dce-text-color=\"#F2F2F2\" class=\"elementor-element elementor-element-6b22006 elementor-widget__width-initial elementor-widget-tablet__width-initial elementor-widget-mobile__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"6b22006\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Today, your customers expect <strong>self-service portals<\/strong> that offer them quick access to documentation or spare parts. At the same time, your internal processes, from resource planning to <strong>IoT-supported maintenance<\/strong>, need to mesh perfectly. With platform solutions such as Salesforce and our complementary modules, we create <strong>a seamless connection between your customers, your installed base and your teams<\/strong>.  <\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/section>\n\t\t<div class=\"elementor-element elementor-element-cb579b6 e-flex e-con-boxed e-con e-parent\" data-id=\"cb579b6\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-bed4077 elementor-widget elementor-widget-button\" data-id=\"bed4077\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"\/terminvereinbarung\" target=\"_blank\" rel=\"nofollow\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Book an appointment with us and find out more about Salesforce as the basis for your IoT asset management<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-f367cae e-con-full e-flex e-con e-parent\" data-id=\"f367cae\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-6db1034 elementor-widget elementor-widget-text-editor\" data-id=\"6db1034\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<h2 data-pm-slice=\"1 1 []\">Steps for implementing knowledge management<\/h2><p>The integration of successful knowledge management requires a well thought-out approach. Here are practical steps to effectively implement knowledge management and optimize service processes in the long term. <\/p><h3>Create a central knowledge database<\/h3><p>The first step is to analyze existing information flows in order to identify knowledge gaps <a class=\"\" href=\"https:\/\/document360.com\/knowledge-management\" target=\"_blank\" rel=\"noopener noreferrer\"><sup>[19]<\/sup><\/a>. Clear objectives, available resources and KPIs should then be defined <a class=\"\" href=\"https:\/\/document360.com\/knowledge-management\" target=\"_blank\" rel=\"noopener noreferrer\"><sup>[19]<\/sup><\/a>. An impressive example: <a class=\"\" href=\"https:\/\/www.giltnerlogistics.com\/\" target=\"_blank\" rel=\"noopener noreferrer\">Giltner Logistics<\/a> was able to reduce the training time for new employees by 50% in 2023 after introducing a central knowledge management platform <a class=\"\" href=\"https:\/\/bloomfire.com\/blog\/knowledge-management-in-the-service-industry\" target=\"_blank\" rel=\"noopener noreferrer\"><sup>[20]<\/sup><\/a>. <a class=\"\" href=\"https:\/\/www.virginmedia.com\/mobile\" target=\"_blank\" rel=\"noopener noreferrer\">Virgin Mobile<\/a> also increased its self-service rate by 40% through the use of <a class=\"\" href=\"https:\/\/helpjuice.com\/\" target=\"_blank\" rel=\"noopener noreferrer\">Helpjuice<\/a> <a class=\"\" href=\"https:\/\/helpjuice.com\/blog\/knowledge-base\" target=\"_blank\" rel=\"noopener noreferrer\"><sup>[18]<\/sup><\/a>.   <\/p><p>For intuitive use of the database, it is important to create a clear structure. Main categories, subcategories and tags help to classify the content <a class=\"\" href=\"https:\/\/www.salesforce.com\/service\/what-is-knowledge-management\/system\" target=\"_blank\" rel=\"noopener noreferrer\"><sup>[12]<\/sup><\/a>. Different departments should contribute their expertise in order to create the content together <a class=\"\" href=\"https:\/\/helpjuice.com\/blog\/knowledge-base\" target=\"_blank\" rel=\"noopener noreferrer\"><sup>[18]<\/sup><\/a>.  <\/p><p>A user-friendly design with powerful search functions, clear navigation and AI-supported tools makes all the difference <a class=\"\" href=\"https:\/\/www.salesforce.com\/service\/what-is-knowledge-management\/system\" target=\"_blank\" rel=\"noopener noreferrer\"><sup>[12]<\/sup><\/a>. Article tags and internal links make orientation even easier <a class=\"\" href=\"https:\/\/helpjuice.com\/blog\/knowledge-base\" target=\"_blank\" rel=\"noopener noreferrer\"><sup>[18]<\/sup><\/a>. <\/p><p>Regular quality checks and a defined optimization plan guarantee that the content remains up-to-date and relevant <a class=\"\" href=\"https:\/\/www.salesforce.com\/service\/what-is-knowledge-management\/system\" target=\"_blank\" rel=\"noopener noreferrer\"><sup>[12]<\/sup><\/a><a class=\"\" href=\"https:\/\/document360.com\/knowledge-management\" target=\"_blank\" rel=\"noopener noreferrer\"><sup>[19]<\/sup><\/a>. As soon as the central knowledge database has been set up, technological data sources can be integrated. <\/p><h3>Linking IoT data with knowledge systems<\/h3><p>By linking IoT data, faults can be detected in real time and preventive maintenance measures can be initiated <a class=\"\" href=\"https:\/\/kminsider.com\/topic\/knowledge-management-in-iot\" target=\"_blank\" rel=\"noopener noreferrer\"><sup>[21]<\/sup><\/a>. For example, a large industrial equipment manufacturer used <a class=\"\" href=\"https:\/\/aws.amazon.com\/iot-core\/\" target=\"_blank\" rel=\"noopener noreferrer\">AWS IoT Core<\/a>, <a class=\"\" href=\"https:\/\/aws.amazon.com\/iot-sitewise\/\" target=\"_blank\" rel=\"noopener noreferrer\">AWS IoT SiteWise<\/a> and <a class=\"\" href=\"https:\/\/aws.amazon.com\/sagemaker\/\" target=\"_blank\" rel=\"noopener noreferrer\">Amazon SageMaker<\/a> to analyze sensor data in real time and predict machine failures. The result? 25% less downtime, 30% lower maintenance costs and a longer equipment lifespan <a class=\"\" href=\"https:\/\/www.cloudjournee.com\/blog\/aws-iot-real-time-monitoring-predictive-maintenance-manufacturing\" target=\"_blank\" rel=\"noopener noreferrer\"><sup>[22]<\/sup><\/a>.   <\/p><p>Standardized protocols and frameworks ensure smooth data exchange <a class=\"\" href=\"https:\/\/kminsider.com\/topic\/knowledge-management-in-iot\" target=\"_blank\" rel=\"noopener noreferrer\"><sup>[21]<\/sup><\/a>. Cloud-based platforms offer flexible and cost-efficient solutions <a class=\"\" href=\"https:\/\/kminsider.com\/topic\/knowledge-management-in-iot\" target=\"_blank\" rel=\"noopener noreferrer\"><sup>[21]<\/sup><\/a>. <\/p><p>Other successes: An automotive manufacturer reduced unplanned maintenance by 40%, while a mining company reduced downtime by 35% <a class=\"\" href=\"https:\/\/www.cloudjournee.com\/blog\/aws-iot-real-time-monitoring-predictive-maintenance-manufacturing\" target=\"_blank\" rel=\"noopener noreferrer\"><sup>[22]<\/sup><\/a>. An AdaBoost machine learning model showed with 92% accuracy how effective real-time classification of machine stops can be <a class=\"\" href=\"https:\/\/www.sciencedirect.com\/science\/article\/pii\/S1110016823011572\" target=\"_blank\" rel=\"noopener noreferrer\"><sup>[23]<\/sup><\/a>. <\/p><p>For fast data processing on site, the use of <a class=\"\" href=\"https:\/\/aws.amazon.com\/greengrass\/\" target=\"_blank\" rel=\"noopener noreferrer\">AWS IoT Greengrass<\/a> is recommended to minimize latency times <a class=\"\" href=\"https:\/\/www.cloudjournee.com\/blog\/aws-iot-real-time-monitoring-predictive-maintenance-manufacturing\" target=\"_blank\" rel=\"noopener noreferrer\"><sup>[22]<\/sup><\/a>. At the same time, <a class=\"\" href=\"https:\/\/aws.amazon.com\/iot-device-defender\/\" target=\"_blank\" rel=\"noopener noreferrer\">AWS IoT Device Defender<\/a> protects the devices, while integration with ERP and MES systems enables standardized operational management <a class=\"\" href=\"https:\/\/www.cloudjournee.com\/blog\/aws-iot-real-time-monitoring-predictive-maintenance-manufacturing\" target=\"_blank\" rel=\"noopener noreferrer\"><sup>[22]<\/sup><\/a>. With the technical basis in place, the next step is to train employees.  <\/p><h3>Train service teams in knowledge tools<\/h3><p>Targeted training of service teams is crucial. Customized training methods increase effectiveness <a class=\"\" href=\"https:\/\/www.eleapsoftware.com\/glossary\/training-employees-on-knowledge-management\" target=\"_blank\" rel=\"noopener noreferrer\"><sup>[25]<\/sup><\/a>. Interactive approaches such as workshops and simulations promote the practical exchange of knowledge <a class=\"\" href=\"https:\/\/www.eleapsoftware.com\/glossary\/training-employees-on-knowledge-management\" target=\"_blank\" rel=\"noopener noreferrer\"><sup>[25]<\/sup><\/a>. <a class=\"\" href=\"https:\/\/www.livepro.com\/case-studies\/atlanticus\/\" target=\"_blank\" rel=\"noopener noreferrer\">Atlanticus<\/a> was able to achieve significant improvements in efficiency and customer service in 2025 by using <a class=\"\" href=\"https:\/\/www.livepro.com\/\" target=\"_blank\" rel=\"noopener noreferrer\">livepro<\/a> <a class=\"\" href=\"https:\/\/execsintheknow.com\/blog\/improving-your-knowledge-management-strategy-in-5-steps\" target=\"_blank\" rel=\"noopener noreferrer\"><sup>[26]<\/sup><\/a>.  <\/p><p>The training should take into account both newcomers and experienced employees <a class=\"\" href=\"https:\/\/www.matrixflows.com\/blog\/factors-for-knowledge-management-implementation\" target=\"_blank\" rel=\"noopener noreferrer\"><sup>[28]<\/sup><\/a>. Ongoing support and access to resources contribute significantly to learning success <a class=\"\" href=\"https:\/\/www.eleapsoftware.com\/glossary\/training-employees-on-knowledge-management\" target=\"_blank\" rel=\"noopener noreferrer\"><sup>[25]<\/sup><\/a>. <\/p><p>Managers should be actively involved in the exchange of knowledge. In addition, rewards for committed employees are motivating and promote a cooperative work culture <a class=\"\" href=\"https:\/\/knowmax.ai\/blog\/knowledge-management-best-practices\" target=\"_blank\" rel=\"noopener noreferrer\"><sup>[27]<\/sup><\/a>. <\/p><p>To stay up to date, regular workshops, webinars and online courses on trends and technologies in knowledge management can be offered <a class=\"\" href=\"https:\/\/www.matrixflows.com\/blog\/factors-for-knowledge-management-implementation\" target=\"_blank\" rel=\"noopener noreferrer\"><sup>[28]<\/sup><\/a>.<\/p><h2>Measuring success in knowledge management<\/h2><p>Once a knowledge management system has been successfully introduced, it is crucial to continuously evaluate its performance and benefits. Only through regular analyses can the contribution to the efficiency of service processes and customer satisfaction be accurately assessed and specifically improved. <\/p><h3>Key performance indicators<\/h3><p>The effectiveness of a knowledge management system is determined using various key performance indicators (KPIs) that cover both quantitative and qualitative aspects <a class=\"\" href=\"https:\/\/knowmax.ai\/blog\/knowledge-management-kpis\" target=\"_blank\" rel=\"noopener noreferrer\"><sup>[32]<\/sup><\/a>. The central KPIs include: <\/p><ul><li><p><strong>First contact resolution rate<\/strong>: How often can problems be resolved on first contact?<\/p><\/li><li><p><strong>Average processing time (Average Handle Time)<\/strong>: How long does it take to process a request?<\/p><\/li><li><p><strong>Escalation rate<\/strong>: How often do requests have to be forwarded to higher levels?<\/p><\/li><li><p><strong>Customer satisfaction (CSAT)<\/strong>: How do customers rate the quality of service?<\/p><\/li><\/ul><p>Metrics such as call volume, the number of remote solutions and the costs per solution also play an important role <a class=\"\" href=\"https:\/\/www.aquant.ai\/blog\/knowledge-management-service-operations\" target=\"_blank\" rel=\"noopener noreferrer\"><sup>[29]<\/sup><\/a>. This data should be monitored regularly to evaluate system performance and enable continuous improvement <a class=\"\" href=\"https:\/\/khoros.com\/blog\/knowledge-management-for-customer-service\" target=\"_blank\" rel=\"noopener noreferrer\"><sup>[30]<\/sup><\/a>. <\/p><table><colgroup><col><col><col><\/colgroup><tbody><tr><th colspan=\"1\" rowspan=\"1\"><p><strong>Category<\/strong><\/p><\/th><th colspan=\"1\" rowspan=\"1\"><p><strong>Metrics<\/strong><\/p><\/th><th colspan=\"1\" rowspan=\"1\"><p><strong>Description<\/strong><\/p><\/th><\/tr><tr><td colspan=\"1\" rowspan=\"1\"><p><strong>Employee productivity<\/strong><\/p><\/td><td colspan=\"1\" rowspan=\"1\"><p>Time saved<\/p><\/td><td colspan=\"1\" rowspan=\"1\"><p>Reduction in the time needed to search for information<\/p><\/td><\/tr><tr><td colspan=\"1\" rowspan=\"1\"><p> <\/p><\/td><td colspan=\"1\" rowspan=\"1\"><p>Task efficiency<\/p><\/td><td colspan=\"1\" rowspan=\"1\"><p>Better processing times and accuracy for tasks<\/p><\/td><\/tr><tr><td colspan=\"1\" rowspan=\"1\"><p><strong>Cooperation<\/strong><\/p><\/td><td colspan=\"1\" rowspan=\"1\"><p>Exchange of knowledge<\/p><\/td><td colspan=\"1\" rowspan=\"1\"><p>Frequency and quality of knowledge sharing<\/p><\/td><\/tr><tr><td colspan=\"1\" rowspan=\"1\"><p> <\/p><\/td><td colspan=\"1\" rowspan=\"1\"><p>Collaboration metrics<\/p><\/td><td colspan=\"1\" rowspan=\"1\"><p>Measurement of joint projects and their results<\/p><\/td><\/tr><tr><td colspan=\"1\" rowspan=\"1\"><p><strong>Decision making<\/strong><\/p><\/td><td colspan=\"1\" rowspan=\"1\"><p>Decision quality<\/p><\/td><td colspan=\"1\" rowspan=\"1\"><p>Evaluating the quality and impact of decisions<\/p><\/td><\/tr><tr><td colspan=\"1\" rowspan=\"1\"><p> <\/p><\/td><td colspan=\"1\" rowspan=\"1\"><p>Time until the decision<\/p><\/td><td colspan=\"1\" rowspan=\"1\"><p>Reducing the time needed to make informed decisions<\/p><\/td><\/tr><tr><td colspan=\"1\" rowspan=\"1\"><p><strong>Cost reduction<\/strong><\/p><\/td><td colspan=\"1\" rowspan=\"1\"><p>Operating costs<\/p><\/td><td colspan=\"1\" rowspan=\"1\"><p>Tracking cost savings through more efficient processes<\/p><\/td><\/tr><tr><td colspan=\"1\" rowspan=\"1\"><p> <\/p><\/td><td colspan=\"1\" rowspan=\"1\"><p>Error reduction<\/p><\/td><td colspan=\"1\" rowspan=\"1\"><p>Recording the reduction in errors and the resulting cost savings<\/p><\/td><\/tr><\/tbody><\/table><p>A look at customer expectations shows how important effective knowledge management is: 83% of customers want immediate contact, 73% prefer independent problem solving, and 91% are willing to use a knowledge database if it meets their needs <a class=\"\" href=\"https:\/\/bloomfire.com\/blog\/how-knowledge-management-improves-customer-service\" target=\"_blank\" rel=\"noopener noreferrer\"><sup>[1]<\/sup><\/a>.<\/p><h3>System improvement through feedback<\/h3><p>In addition to quantitative data, qualitative feedback is crucial for the further development of knowledge management systems. Regular feedback from service teams and customers provides valuable insights that can lead to targeted optimizations <a class=\"\" href=\"https:\/\/www.netfor.com\/2025\/05\/05\/knowledge-management-success\" target=\"_blank\" rel=\"noopener noreferrer\"><sup>[33]<\/sup><\/a>. <\/p><p>Examples of potential improvements include analyzing failed search queries, employee feedback and customer satisfaction scores. A practical case: The company <a class=\"\" href=\"https:\/\/www.netfor.com\/\" target=\"_blank\" rel=\"noopener noreferrer\">Netfor<\/a> restructured its knowledge database to better adapt it to the needs of its customers and used AI tools. The result? A 30% reduction in call volume and a 22% reduction in average handling time <a class=\"\" href=\"https:\/\/www.netfor.com\/2025\/05\/05\/knowledge-management-success\" target=\"_blank\" rel=\"noopener noreferrer\"><sup>[33]<\/sup><\/a>.   <\/p><blockquote><p>\u201cI work in the evenings when some of my colleagues have already finished work. Some evenings I have to deal with questions that I don&#8217;t have an immediate answer to. Bloomfire has helped me answer customer questions promptly and accurately. It has made my job so much easier and I can provide a great customer experience.\u201d<br>&#8211; Customer Service Representative, <a class=\"\" href=\"https:\/\/www.pennymac.com\/\" target=\"_blank\" rel=\"noopener noreferrer\">Penny Mac<\/a> <a class=\"\" href=\"https:\/\/bloomfire.com\/blog\/how-knowledge-management-improves-customer-service\" target=\"_blank\" rel=\"noopener noreferrer\"><sup>[1]<\/sup><\/a>   <\/p><\/blockquote><p>Modern analysis tools can monitor search trends, identify inadequate or outdated content and suggest targeted improvements <a class=\"\" href=\"https:\/\/www.netfor.com\/2025\/05\/05\/knowledge-management-success\" target=\"_blank\" rel=\"noopener noreferrer\"><sup>[33]<\/sup><\/a>. User feedback often reveals where information is unclear or incomplete. Features such as predictive search provide results even before the search query is completed, helping to improve the user experience <a class=\"\" href=\"https:\/\/www.netfor.com\/2025\/05\/05\/knowledge-management-success\" target=\"_blank\" rel=\"noopener noreferrer\"><sup>[33]<\/sup><\/a>.  <\/p><p>Articles that repeatedly fail to meet user expectations should be revised or replaced with more relevant content. Such continuous adjustments strengthen the service and increase customer satisfaction. <\/p><p>A financial aspect underlines the importance of knowledge management: inefficient knowledge sharing costs Fortune 500 companies around 31.5 billion US dollars a year <a class=\"\" href=\"https:\/\/www.netfor.com\/2025\/05\/05\/knowledge-management-success\" target=\"_blank\" rel=\"noopener noreferrer\"><sup>[33]<\/sup><\/a>. At the same time, 60% of consumers actively search for answers via web self-service offerings <a class=\"\" href=\"https:\/\/www.atlassian.com\/blog\/it-service-management\/7-knowledge-management-tips-improve-service-desk\" target=\"_blank\" rel=\"noopener noreferrer\"><sup>[34]<\/sup><\/a>. <\/p><p>The combination of measurable KPIs and qualitative feedback enables a comprehensive evaluation of knowledge management <a class=\"\" href=\"https:\/\/blog.smart-tribune.com\/en\/knowledge-management-metrics\" target=\"_blank\" rel=\"noopener noreferrer\"><sup>[31]<\/sup><\/a>. Regular reviews and adjustments based on ROI data are essential to remain successful in the long term <a class=\"\" href=\"https:\/\/marketlogicsoftware.com\/blog\/how-to-measure-knowledge-management-roi\" target=\"_blank\" rel=\"noopener noreferrer\"><sup>[35]<\/sup><\/a>. <\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-dc3c4e0 e-flex e-con-boxed e-con e-parent\" data-id=\"dc3c4e0\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-e58a802 elementor-widget elementor-widget-heading\" data-id=\"e58a802\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Conclusion: Service transformation through knowledge management<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5d1124c elementor-widget elementor-widget-text-editor\" data-id=\"5d1124c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p data-pm-slice=\"1 1 []\">The integration of knowledge management into service processes offers machine and system manufacturers a clear competitive advantage. Statistics show that these measures enable companies to reduce telephone customer inquiries by 45% and increase web traffic by 54% at the same time <a class=\"\" href=\"https:\/\/knowmax.ai\/blog\/integrate-knowledge-management\" target=\"_blank\" rel=\"noopener noreferrer\"><sup>[38]<\/sup><\/a>. These figures illustrate the direct benefits of knowledge management.  <\/p><p>Customer orientation plays a central role here: 89% of customers are willing to pay higher prices for better service experiences, and almost half (49%) make spontaneous purchasing decisions after positive interactions <a class=\"\" href=\"https:\/\/knowmax.ai\/blog\/integrate-knowledge-management\" target=\"_blank\" rel=\"noopener noreferrer\"><sup>[38]<\/sup><\/a>.<\/p><blockquote><p>\u201cKnowledge management is a dynamic management system for a sustainable business strategy, not just a storage capacity for accumulated knowledge. WM is also the ability to act on that knowledge. Organizations are no longer evaluated only for what they have done, but for the potential of what they might be able to do.\u201d &#8211; Victor D. Manriquez, IPEMAN <a class=\"\" href=\"https:\/\/www.machinerylubrication.com\/Read\/29896\/maintenance-knowledge-management\" target=\"_blank\" rel=\"noopener noreferrer\"><sup>[37]<\/sup><\/a><\/p><\/blockquote><p>The practical benefits are obvious: faster processing times, higher first-time fix rates and increased employee productivity. At the same time, the valuable knowledge of experienced employees is secured &#8211; a decisive factor, especially in view of the fact that almost a quarter of all employees in the manufacturing industry were over 55 years old in 2020 <a class=\"\" href=\"https:\/\/bloomfire.com\/blog\/knowledge-management-systems-in-manufacturing\" target=\"_blank\" rel=\"noopener noreferrer\"><sup>[3]<\/sup><\/a>. In addition, knowledge management minimizes risks and errors by systematically documenting and sharing best practices. It also supports adherence to compliance requirements and thus reduces potential fines <a class=\"\" href=\"https:\/\/kmslh.com\/blog\/benefits-of-implementing-knowledge-management-for-your-company\" target=\"_blank\" rel=\"noopener noreferrer\"><sup>[36]<\/sup><\/a>.   <\/p><p>But how do you implement knowledge management effectively? A clear starting point is crucial: companies must first precisely analyze their knowledge requirements. It is important to understand what information is needed and how it is retrieved <a class=\"\" href=\"https:\/\/www.coveo.com\/blog\/knowledge-management-best-practices\" target=\"_blank\" rel=\"noopener noreferrer\"><sup>[24]<\/sup><\/a>.  <\/p><p>Successful approaches combine central knowledge databases, the integration of IoT data and the use of AI-supported tools to make the service future-proof.<\/p><p>As already described, shorter processing times and higher first-time resolution rates lead to sustainable success. Investing in knowledge management pays off: companies benefit not only from more efficient processes, but also from stronger customer loyalty and long-term competitive advantages. The decisive step is to establish knowledge management as a strategic priority now.  <\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-50e47d0 e-flex e-con-boxed e-con e-parent\" data-id=\"50e47d0\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-70fc6b1 elementor-widget elementor-widget-heading\" data-id=\"70fc6b1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">FAQs<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8464996 elementor-widget elementor-widget-n-accordion\" data-id=\"8464996\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;default_state&quot;:&quot;expanded&quot;,&quot;max_items_expended&quot;:&quot;one&quot;,&quot;n_accordion_animation_duration&quot;:{&quot;unit&quot;:&quot;ms&quot;,&quot;size&quot;:400,&quot;sizes&quot;:[]}}\" data-widget_type=\"nested-accordion.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"e-n-accordion\" aria-label=\"Accordion. Open links with Enter or Space, close with Escape, and navigate with Arrow Keys\">\n\t\t\t\t\t\t<details id=\"e-n-accordion-item-1380\" class=\"e-n-accordion-item\" open>\n\t\t\t\t<summary class=\"e-n-accordion-item-title\" data-accordion-index=\"1\" tabindex=\"0\" aria-expanded=\"true\" aria-controls=\"e-n-accordion-item-1380\" >\n\t\t\t\t\t<span class='e-n-accordion-item-title-header'><h3 class=\"e-n-accordion-item-title-text\"> How does knowledge management actually improve customer service and increase satisfaction? <\/h3><\/span>\n\t\t\t\t\t\t\t<span class='e-n-accordion-item-title-icon'>\n\t\t\t<span class='e-opened' ><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-minus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h384c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t<span class='e-closed'><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-plus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H272V64c0-17.67-14.33-32-32-32h-32c-17.67 0-32 14.33-32 32v144H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h144v144c0 17.67 14.33 32 32 32h32c17.67 0 32-14.33 32-32V304h144c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t<div role=\"region\" aria-labelledby=\"e-n-accordion-item-1380\" class=\"elementor-element elementor-element-8eea5b7 e-con-full e-flex e-con e-child\" data-id=\"8eea5b7\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div role=\"region\" aria-labelledby=\"e-n-accordion-item-1380\" class=\"elementor-element elementor-element-e16eb8a e-flex e-con-boxed e-con e-child\" data-id=\"e16eb8a\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-08538ec elementor-widget elementor-widget-text-editor\" data-id=\"08538ec\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>How knowledge management improves customer service<\/p><p>Knowledge management plays a decisive role when it comes to making customer service more efficient and customer-oriented. With a central knowledge database, employees have quick access to structured and consistent information. This means shorter response times and more precise answers &#8211; a clear advantage for customer satisfaction.  <\/p><p>In addition, well-organized knowledge management ensures uniform and reliable information. This consistency strengthens customer trust in your company. And trust not only leads to more satisfied customers, but also to closer, long-term customer loyalty. With a well-thought-out knowledge management strategy, you can not only make your customer service more efficient, but also exceed your customers&#8217; expectations.   <\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t<details id=\"e-n-accordion-item-1381\" class=\"e-n-accordion-item\" >\n\t\t\t\t<summary class=\"e-n-accordion-item-title\" data-accordion-index=\"2\" tabindex=\"-1\" aria-expanded=\"false\" aria-controls=\"e-n-accordion-item-1381\" >\n\t\t\t\t\t<span class='e-n-accordion-item-title-header'><h3 class=\"e-n-accordion-item-title-text\"> How do AI and IoT help to make service processes in knowledge management more efficient? <\/h3><\/span>\n\t\t\t\t\t\t\t<span class='e-n-accordion-item-title-icon'>\n\t\t\t<span class='e-opened' ><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-minus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h384c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t<span class='e-closed'><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-plus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H272V64c0-17.67-14.33-32-32-32h-32c-17.67 0-32 14.33-32 32v144H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h144v144c0 17.67 14.33 32 32 32h32c17.67 0 32-14.33 32-32V304h144c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t<div role=\"region\" aria-labelledby=\"e-n-accordion-item-1381\" class=\"elementor-element elementor-element-6648f8d e-con-full e-flex e-con e-child\" data-id=\"6648f8d\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div role=\"region\" aria-labelledby=\"e-n-accordion-item-1381\" class=\"elementor-element elementor-element-806d7c0 e-flex e-con-boxed e-con e-child\" data-id=\"806d7c0\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-c1de39f elementor-widget elementor-widget-text-editor\" data-id=\"c1de39f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Artificial intelligence (AI) and the Internet of Things (IoT): a new era for knowledge management<\/p><p>Artificial intelligence (AI) and the Internet of Things (IoT) are changing the way service processes are carried out in knowledge management. The key lies in the provision of <strong>real-time data<\/strong> and the automation of workflows. AI can analyze huge amounts of data, recognize patterns and even make predictions to identify potential problems before they actually occur. This not only saves time, but also costs.   <\/p><p>IoT devices play an equally important role here. They continuously provide data on the condition of machines and systems. This information enables more precise planning of maintenance work, faster response times and an overall more efficient way of working.  <\/p><p>The combination of AI and IoT makes it possible to approach maintenance <strong>proactively<\/strong>. The result? Less downtime, more efficient processes and significantly increased customer satisfaction thanks to faster and more accurate services. AI and IoT are therefore not just technical innovations, but real game changers for knowledge management.   <\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t<details id=\"e-n-accordion-item-1382\" class=\"e-n-accordion-item\" >\n\t\t\t\t<summary class=\"e-n-accordion-item-title\" data-accordion-index=\"3\" tabindex=\"-1\" aria-expanded=\"false\" aria-controls=\"e-n-accordion-item-1382\" >\n\t\t\t\t\t<span class='e-n-accordion-item-title-header'><h3 class=\"e-n-accordion-item-title-text\"> How can companies successfully introduce knowledge management and what hurdles need to be overcome? <\/h3><\/span>\n\t\t\t\t\t\t\t<span class='e-n-accordion-item-title-icon'>\n\t\t\t<span class='e-opened' ><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-minus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h384c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t<span class='e-closed'><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-plus\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H272V64c0-17.67-14.33-32-32-32h-32c-17.67 0-32 14.33-32 32v144H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h144v144c0 17.67 14.33 32 32 32h32c17.67 0 32-14.33 32-32V304h144c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t<div role=\"region\" aria-labelledby=\"e-n-accordion-item-1382\" class=\"elementor-element elementor-element-798a2d2 e-con-full e-flex e-con e-child\" data-id=\"798a2d2\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div role=\"region\" aria-labelledby=\"e-n-accordion-item-1382\" class=\"elementor-element elementor-element-281ad68 e-flex e-con-boxed e-con e-child\" data-id=\"281ad68\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-16781ab elementor-widget elementor-widget-text-editor\" data-id=\"16781ab\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Introducing successful knowledge management<\/p><p>In order to establish knowledge management effectively, companies should first define clear objectives and analyze the current state of knowledge in the company in detail. It can be helpful to form a team from different departments to coordinate the implementation. A well thought-out strategy for collecting, structuring and passing on knowledge forms the basis for sustainable success.  <\/p><p>Of course, there are challenges that can make the process more difficult. These include <strong>resistance to change<\/strong>, <strong>a lack of technical resources<\/strong> or the absence of a <strong>culture of knowledge sharing<\/strong>. But these hurdles are not insurmountable. With early and open communication, targeted training and user-friendly tools, many problems can be mitigated. It is crucial to actively involve employees and clearly communicate the benefits of well-functioning knowledge management to them. A shared understanding of the value of knowledge creates the basis for long-term success.     <\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<script type=\"application\/ld+json\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@type\":\"FAQPage\",\"mainEntity\":[{\"@type\":\"Question\",\"name\":\"How does knowledge management actually improve customer service and increase satisfaction?\",\"acceptedAnswer\":{\"@type\":\"Answer\",\"text\":\"How knowledge management improves customer serviceKnowledge management plays a decisive role when it comes to making customer service more efficient and customer-oriented. With a central knowledge database, employees have quick access to structured and consistent information. This means shorter response times and more precise answers &#8211; a clear advantage for customer satisfaction.  In addition, well-organized knowledge management ensures uniform and reliable information. This consistency strengthens customer trust in your company. And trust not only leads to more satisfied customers, but also to closer, long-term customer loyalty. With a well-thought-out knowledge management strategy, you can not only make your customer service more efficient, but also exceed your customers&#8217; expectations.\"}},{\"@type\":\"Question\",\"name\":\"How do AI and IoT help to make service processes in knowledge management more efficient?\",\"acceptedAnswer\":{\"@type\":\"Answer\",\"text\":\"Artificial intelligence (AI) and the Internet of Things (IoT): a new era for knowledge managementArtificial intelligence (AI) and the Internet of Things (IoT) are changing the way service processes are carried out in knowledge management. The key lies in the provision of real-time data and the automation of workflows. AI can analyze huge amounts of data, recognize patterns and even make predictions to identify potential problems before they actually occur. This not only saves time, but also costs.   IoT devices play an equally important role here. They continuously provide data on the condition of machines and systems. This information enables more precise planning of maintenance work, faster response times and an overall more efficient way of working.  The combination of AI and IoT makes it possible to approach maintenance proactively. The result? Less downtime, more efficient processes and significantly increased customer satisfaction thanks to faster and more accurate services. AI and IoT are therefore not just technical innovations, but real game changers for knowledge management.\"}},{\"@type\":\"Question\",\"name\":\"How can companies successfully introduce knowledge management and what hurdles need to be overcome?\",\"acceptedAnswer\":{\"@type\":\"Answer\",\"text\":\"Introducing successful knowledge managementIn order to establish knowledge management effectively, companies should first define clear objectives and analyze the current state of knowledge in the company in detail. It can be helpful to form a team from different departments to coordinate the implementation. A well thought-out strategy for collecting, structuring and passing on knowledge forms the basis for sustainable success.  Of course, there are challenges that can make the process more difficult. These include resistance to change, a lack of technical resources or the absence of a culture of knowledge sharing. But these hurdles are not insurmountable. With early and open communication, targeted training and user-friendly tools, many problems can be mitigated. It is crucial to actively involve employees and clearly communicate the benefits of well-functioning knowledge management to them. A shared understanding of the value of knowledge creates the basis for long-term success.\"}}]}<\/script>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-e30f711 e-flex e-con-boxed e-con e-parent\" data-id=\"e30f711\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-287bb33 elementor-widget elementor-widget-heading\" data-id=\"287bb33\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Rethinking service processes: greater efficiency with IoT, AI and self-service<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5368b13 elementor-widget elementor-widget-text-editor\" data-id=\"5368b13\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p class=\"p1\">Find out how logicline&#8217;s extensions for Salesforce &#8211; especially for manufacturers of plant and machinery &#8211; can revolutionize your service processes with IoT, AI and self-service solutions.  <span class=\"s1\"><b>Find out more now and fully exploit service potential!<\/b><\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-b47cd30 e-flex e-con-boxed e-con e-parent\" data-id=\"b47cd30\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-b6d470c elementor-widget elementor-widget-spacer\" data-id=\"b6d470c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-7f45fa0 e-flex e-con-boxed e-con e-parent\" data-id=\"7f45fa0\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-5dc63ca elementor-widget elementor-widget-button\" data-id=\"5dc63ca\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"\/terminvereinbarung\" target=\"_blank\" rel=\"nofollow\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Book an appointment to find out how our IoT asset management solutions can give your company a competitive edge.<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>We have implemented a platform that centrally bundles all information on products, customers and their current orders. Customers have access to all important documents relating to the products, from technical documentation, brochures, videos, certificates, product descriptions and operating instructions to a digital twin for the current generation of machines. A spare parts store is also integrated into the portal.<\/p>\n","protected":false},"author":5,"featured_media":35970,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[43033],"tags":[],"class_list":["post-35985","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-general"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.logicline.de\/en\/wp-json\/wp\/v2\/posts\/35985","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.logicline.de\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.logicline.de\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.logicline.de\/en\/wp-json\/wp\/v2\/users\/5"}],"replies":[{"embeddable":true,"href":"https:\/\/www.logicline.de\/en\/wp-json\/wp\/v2\/comments?post=35985"}],"version-history":[{"count":3,"href":"https:\/\/www.logicline.de\/en\/wp-json\/wp\/v2\/posts\/35985\/revisions"}],"predecessor-version":[{"id":35992,"href":"https:\/\/www.logicline.de\/en\/wp-json\/wp\/v2\/posts\/35985\/revisions\/35992"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.logicline.de\/en\/wp-json\/wp\/v2\/media\/35970"}],"wp:attachment":[{"href":"https:\/\/www.logicline.de\/en\/wp-json\/wp\/v2\/media?parent=35985"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.logicline.de\/en\/wp-json\/wp\/v2\/categories?post=35985"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.logicline.de\/en\/wp-json\/wp\/v2\/tags?post=35985"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}