Maschinenhersteller

How to Preserve Knowledge and Prevent Talent Loss in Field Service

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Why does knowledge in service organisations need to be preserved for decades?

Because your customers' machines often run for 20–30 years, this means knowledge from an installation in the 1990s may still be needed today. If expertise only exists in emails, paper forms, sharepoint folders, or in a technician’s head, it disappears when that person leaves.

Makula’s knowledge management platform for OEMs & distributors ensures this experience is digitally preserved and searchable for decades.

How Digitalisation Prevents Knowledge Loss

Knowledge disappears when information lives in emails, paper forms, or personal spreadsheets.By digitalizing your after-sales process with Makula’s Field Service software with knowledge capture and AI, every job, photo, and note is stored automatically and linked to the right customer and machine, creating a permanent, searchable asset knowledge base software in field service.

Eliminate scattered files, inboxes, and personal storage silos

Capture all service data and link it directly to assets and customers

Build a centralized, accessible knowledge repository for service technicians and assets that grows with every job.

How Makula Captures and Preserves Service Knowledge

Every piece of information, from emails to voice notes, is automatically connected to the right machine and customer, creating a complete digital memory of your installed base through an industrial-equipment knowledge retention platform.

Reduce support volume with self-service to reduce repetitive inquiries

Let customers find answers, manuals, and videos in seconds. Automate common questions with smart search or AI chat — freeing your team to handle complex issues.

Build a Digital Service History for Every Asset

Knowledge is most valuable when tied to the machines it belongs to. Makula connects all information directly to your Installed Base, offering a knowledge capture tool for field service teams.

Every work order, service note, and inspection is linked to a specific asset.

Technicians can review past interventions before starting a job.

Over time, you build a digital knowledge repository that grows smarter with every service event.

Onboard New Technicians Faster

When knowledge is digitised and searchable, onboarding no longer depends on senior colleagues’ availability.

New employees can learn directly from real past cases.

Access standard procedures, troubleshooting steps, and best practices anytime

Reduce ramp-up time and dependency on individual mentors with a connected digital knowledge base for machinery service teams.

Capture Knowledge Effortlessly with AI Notetaker

Empower your teams to record field experience and maintenance tips in real time using AI-powered knowledge capture tools.

Record voice notes during service activities.

Automatically attach recordings to the asset’s history in the asset hub

Preserve tribal knowledge without administrative burden.

Meet Makula's AI Copilot

Makula’s AI Copilot gives your team instant access to every technical documentation, maintenance record, and captured shop-floor expertise. Simply ask, and the AI Copilot delivers precise, step-by-step guidance and links directly to the right resources in your CMMS. This improves technician productivity and ensures knowledge continuity in field operations.

The Knowledge Flywheel

Every task makes the next one easier. Capture maintenance know-how with our AI Notetaker directly from the shop floor, linking it to the right asset and job.

This knowledge combines with your machine documentation and maintenance history, giving the Copilot everything it needs to answer questions instantly. The more you use it, the smarter and more complete your maintenance knowledge becomes.

Frequently asked questions

Why is talent loss such a risk in machinery service?

Because knowledge often exists only in senior technicians’ heads. When they leave, that knowledge leaves with them. Makula helps prevent knowledge loss when senior technicians retire by capturing expertise digitally.

How long must service knowledge be retained?

Typically 20–30 years, matching the lifespan of industrial machines at customer sites, made possible through an asset knowledge management platform.

What is the best way to store long-term service knowledge?

In a centralised digital system that links every record to the correct customer and machine, ensuring knowledge retention for OEMs and distributors.

Can new technicians use digital service history to learn faster?

Yes. A searchable knowledge base accelerates onboarding and improves first-time fix rates by giving direct access to proven solutions.

How does Makula help it's customers by retaining critical service expertise?

Customers get reliable service regardless of which technician is available, even decades after installation, thanks to a unified field service knowledge management software

Das sagen unsere Kunden über uns

Seit der Implementierung von Makula im Juni 2023 haben wir eine drastische Reduzierung der Fehler und eine deutliche Steigerung unserer Effizienz nach dem Kauf festgestellt. Makula hat unsere Prozesse optimiert, sodass wir unseren Kunden einen schnelleren und genaueren Service bieten können. Dies hat nicht nur die Kundenzufriedenheit verbessert, sondern auch zusätzliche Einnahmen durch monatliche Verkäufe generiert.

Robert Thornton

Sales Director

Die Effizienz und Klarheit, die Makula in unseren Kundendienst gebracht hat, ist beispiellos. Unser Team ist besser aufeinander abgestimmt, unsere Kunden sind zufriedener und unser Umsatz steigt. Sehr zu empfehlen!

Norbert Kaiser

Managing Director

The overview of all the latest offers, spare part orders, invoices, and service reports, helps the customer enormously. The software has really developed very well and Makula is doing a great job. The service is great, if I need something, there is always an answer from Karina very quickly.

Michael G.

Chief Executive Officer

We have had a great experience with the Makula team from the sales process to onboarding and then helping with day to day support if needed. The team are always quick to come back to us and provide solutions to requests. The platform is easy to access and navigate and Makula have already incorporated most of the functionality we need. This enables us to support our customers with the tools and resources they need to order spares, access machine information or book service visits.

Lizzie W.

Marketing Executive

The software is very user-friendly and intuitive to use. The team assists very intensively with the transformation process and onboarding. We have managed to integrate the tool into our daily processes, thereby promoting our internal coordination and ultimately our spare parts sales.

Flynn S.

Advisory Board Member

Dank der Implementierung von Makula haben wir eine vollständige Rückverfolgbarkeit aller Kundenanfragen erreicht. Wir haben alle Kundenbeziehungen auf einer einzigen Plattform zusammengefasst, was unsere Reaktionszeiten und unsere betriebliche Effizienz erheblich verbessert hat

Fernando Neves

Global Customer Support Manager

Seit wir Makula verwenden, haben wir eine breitere Perspektive auf die sich entwickelnde Welt des digitalen Kundendienstes gewonnen. Die Software hat sich nahtlos in unsere Prozesse integriert, den Betrieb verbessert und neue Erkenntnisse geliefert. Es ist eine sanfte Erinnerung an die potenziellen Möglichkeiten, die KMU-Maschinenlieferanten in diesem digitalen Zeitalter offen stehen.

Erik Döinghaus

Managing Director

Makulas Plattform hat das Spiel für uns verändert. Das Onboarding verlief unglaublich reibungslos, und die Benutzerfreundlichkeit des Systems hat die Effizienz unseres Kundendienstes erheblich verbessert. Unsere Techniker sparen jetzt täglich mehrere Stunden ein, da sie weniger Zeit für Telefonanrufe und das Durchsuchen verstreuter Dokumente aufwenden müssen.

Edward Herbert

COO & Founder

Als Nutzer von über 30 Maschinenmarken kann ich mit Bestimmtheit sagen, dass die After-Sales-Plattform von Makula transformativ ist. Sie verbessert und optimiert nicht nur die Kommunikation mit OEMs — sie revolutioniert sie und sorgt für eine beispiellose Kundenzufriedenheit in einer zunehmend komplexen und dynamischen Produktion

Christopher Staub