Preserve Knowledge

How to Preserve Knowledge and Prevent Talent Loss in Field Service

Makula helps machinery manufacturers and distributors build a digital knowledge base for machinery service teams, ensuring critical expertise and technician know-how remain accessible even as teams change. It’s a complete field service knowledge management software designed to capture, preserve, and organise your after-sales intelligence.

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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.

The Hidden Cost of Knowledge Loss

Most service organisations depend on the experience of a few key people, and when they leave or retire, years of expertise vanish overnight.

Makula helps you turn experience into structured digital knowledge that scales with your organisation, a knowledge sharing platform integrated with field service workflows that supports sustainable growth.

Service teams spend hours rediscovering how problems were solved before.

Repeated mistakes and longer downtimes increase costs.

Customer relationships suffer when knowledge isn’t passed on.

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

Here’s what our customers say about us

Since implementing Makula in June 2023, we've seen a dramatic reduction in errors and a significant boost to our after-sales efficiency. Makula has streamlined our processes, allowing us to provide faster and more accurate service to our customers. This has not only improved customer satisfaction but has also generated additional revenue through monthly sales.

Robert Thornton

Sales Director

The efficiency and clarity that Makula brought to our after-sales operation is unparalleled. Our team is more aligned, our customers are happier, and our revenue is on the rise. Highly recommended!

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

Thanks to the implementation of Makula, we have achieved full traceability of all customer requests. We consolidated all after-sales interactions into a single platform, which has significantly improved our response times and operational efficiency

Fernando Neves

Global Customer Support Manager

Since we started using Makula, we've gained a broader perspective on the evolving world of digital after-sales. The software has seamlessly blended with our processes, enhancing operations and providing fresh insights. It's a gentle reminder of the portential avenues open for SME machine suppliers in this digital era.

Erik Döinghaus

Managing Director

Makula's platform has been a game-changer for us. Onboarding was incredibly smooth, and the system's ease of use has significantly improved our after-sales service efficiency. Our technicians now save several hours each day by reducing the time spent on phone calls and searching through scattered documents.

Edward Herbert

COO & Founder

Being a user of 30+ machine brands, I can firmly state that Makula's after-sales platform is transformative. It doesn't just enhance and streamline communication with OEMs—it revolutionises it, driving unparalleled customer satisfaction in an increasingly complex and dynamic production

Christopher Staub