Subscription Services Solutions
Some manufacturers and industry associations have found that sharing information across their network of companies benefits all. At CaseBank, we support this need by building and hosting guided diagnostic support systems incorporating the knowledge of the whole network. Industry-wide applications are developed for a cluster of companies experiencing the same challenges (e.g. airline operators or heavy equipment repair shops). In this case, CaseBank builds the knowledgebase, and provides access to customers on a subscription basis.
Customers gain access to vetted knowledge of their peers, to enhance the effectiveness of their support organizations.
In addition to the inherent benefits of a guided diagnostic solution, subscription clients benefit from:
- Not having to develop or acquire the internal expertise in knowledge management
- Avoiding the development costs for the system
- Knowledge captured from beyond their own operation
CaseBank serves the industry sector as an “independent broker”, managing the best experience-based knowledge resource for specific types of equipment or processes.
In February 2000, an unusual brake problem grounded a British Airways Concorde flight from London to New York at a total cost to BA operations of over $800,000. The fault turned out to be a simple sensor failure. It took a whole day to troubleshoot, but the fix was simple and fast once they found the cause. Later, when a case history was forwarded to BA's commercial partner, Air France, BA was astonished by their reply: "We know - the same thing happened to us last year - we sent you a report on it".
The costly delay would have been avoided if the British Airways technician in London had been shown the story about Air France's experience when the problem symptoms first appeared. That's what the ADDS Service does.
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