Creating and delivering technically accurate diagnostic and service information is no small task. Each car model requires an extensive collection of specialized procedures, specifications and technical data. The information must be consistent across sources, current and presented in easy-to-understand terms that tell service technicians precisely what to do, how to do it and how to keep the problem from reoccurring.
The diagnostic and service information must be electronically delivered to dealership service bays where technicians can instantly access it at the point of need. It must be easy to update to ensure up-to-the-moment accuracy.
When a U.S.-based automobile manufacturer decided to outsource service information development, the company sought a partner that offered more than just the ability to develop technical content. It looked for one that possessed technical prowess and agility — and shared its customer focus. That company was Valley Forge, the information arm of SPX Service Solutions.
Master of Information
Valley Forge supplies diagnostic tools, equipment and services to original equipment manufacturing (OEM) and service centers.
The company has supplied technical services to the automotive sector for 30 years. Its expertise also extends into the capital equipment, life sciences and energy industries, where technical documentation, content development and management and compliance reporting are key components of daily operations.
Technology Facility Efficiency and Savings
By relegating content development to Valley Forge, the automobile manufacturer now devotes far fewer resources to this task, freeing up its staff to focus on other important responsibilities.
The manufacturer also retains and controls its intellectual property — the service information — without having to deal with the logistics and expense of creating and maintaining the technology.
The Language of Efficiency
The Valley Forge solution facilitates efficiency. The software identifies and removes tasks that typically slow down content development. Rather than dealing with things like formatting text or doing quality checks, authors focus entirely on developing high quality, technically accurate content. The system also makes it easier for them to find and reuse existing information.
Translation management is built into the technology as well. That helps assure the automobile manufacturer that the same quality technical information distributed to service technicians in the U.S. goes worldwide.
Beyond Cost Savings
Service technicians are compensated in part by their ability to accurately diagnose service issues — and to avoid repeatedly fixing the same problems over and over again. Valley Forge’s content development system delivers to them the exact content they need, in easy to understand language, at the point of need. This increases their ability to diagnose problems accurately and to resolve issues immediately.
For dealerships, this means improving their “fix it right the first time” scores. That’s good for word-of-mouth referrals and for repeat sales.
Customers benefit as well. If their cars develop problems, they can count on the issues being diagnosed correctly and repaired — with few worries about them reoccurring. If a customer has a good experience, that’s good for the automobile manufacturer — in terms of future sales, word-of-mouth referrals and overall reputation.