Developing a knowledge-sharing platform for an industrial conglomerate
Client Overview:
Our client, a leading industrial conglomerate, faced a significant challenge: technicians in the field lacked a unified platform to access and share critical knowledge. This created inefficiencies during repairs and led to knowledge gaps across teams. The client required a solution that would enable field technicians to access accurate, up-to-date information, ask questions, and ensure efficient knowledge sharing—all while maintaining moderation for content accuracy.
Objectives:
The primary goals of the project were to:
Improve the efficiency of field repairs by providing technicians with easy access to necessary information
Eliminate knowledge loss and ensure that correct and relevant information is available at all times
Establish a moderated platform where only accurate, reasonable information is shared
Solution:
Kimiana helped develop a robust knowledge-sharing platform tailored to the client’s needs. The solution comprised:
Web Application (SharePoint): Providing technicians with a desktop-based solution to access technical documentation, guides, and field repair protocols
Mobile Application (iOS): Enabling field technicians to access the platform on the go, ask questions, receive answers, and view past answers to similar issues
The platform was designed with a built-in moderation system to ensure that only vetted, accurate information was shared, enhancing the reliability of the knowledge available to technicians.
Our Role:
Kimiana managed the project end-to-end, delivering a tailored solution through:
Requirements Engineering: Conducting in-depth workshops with stakeholders to gather and prioritize technical and functional requirements
Development Oversight: Overseeing both internal and external developers in collaboration with a product owner, ensuring that the platform was built to the client's specifications
Testing: Managing rigorous testing protocols to ensure platform functionality, security, and user experience were optimized
Rollout: Coordinating the deployment of both the web and mobile apps, ensuring a smooth transition for the client’s technicians in the field
Results:
The implementation of the platform led to several key improvements for the client:
Faster communication among technicians, reducing delays in field repairs
Reduced siloed information, enabling all technicians to access the same accurate data and past solutions
Improved decision-making in the field, thanks to readily available, moderated information
Conclusion:
Through this project, Kimiana delivered a solution that not only solved the client's immediate need for efficient knowledge sharing but also laid the foundation for continuous improvement in field repair processes. The platform’s success resulted in faster repairs, improved accuracy, and better decision-making, all while ensuring the integrity of shared knowledge.
