Car part manufacturer and supplier TRW Automobile has deployed knowledge management software to allow mechanics across Europe to share catalogues, parts data and fault information online.
TRW has rolled out a web portal, available to garages on a subscription basis of around £3 per day, for 140 of its customers.
Called 'Id' the web portal replaces a catalogue distributed by CD and allows mechanics to link up diagnostic tools with TRW's parts database online.
The diagnostic tool connects to the onboard computer systems in the car, and the database identifies the problem.
The Id portal uses knowledge management software from eGain, and works as a two-way street between TRW's Product Management Systems (PMS) team which maintains the knowledge base and the technicians and mechanics that use it to keep information up to date.
Id removes the need for users to share previously uncharted faults or problems with TRW through the post or over the phone for the PMS team to collate, log and add to the knowledge base.
This is now done automatically, using the Id connection to TRW's knowledge management system, leaving PMS only to check and authorise the new tip's publication to the portal's knowledge repository.
"They can look at the diagnostic solutions and understand the [faulty vehicle's] system according to the make and model information and see what could be a plausible explanation for the fault," said Paul Bradshaw, marketing manager for Id.
"This tool provides the mechanic with the ability to diagnose vehicle faults and is a major time-saving tool. We try to provide information about all makes of systems."
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