Service Information Platform
Description
In industries like manufacturing, automotive, aerospace and high-tech, products are becoming increasingly complex. When a piece of equipment fails – whether it’s an MRI machine, a wind turbine or an electric vehicle – the speed and accuracy of the repair depend entirely on the quality of the information available. A Service Information Platform solves the challenge of scattered manuals, outdated PDFs and disconnected data silos by unifying all service knowledge into one intelligent environment.
Unlike a standard document repository, a Service Information Platform is built on structured content. It breaks down massive technical manuals into granular, reusable components – such as specific repair procedures, error codes, wiring diagrams or parts lists. This allows the system to deliver targeted information based on the specific context. For example, instead of searching through a 500-page generic manual, a technician can scan a QR code on a machine and instantly see the exact maintenance steps for that specific model and configuration. These platforms often integrate with Internet of Things (IoT) data and field service management (FSM) tools. When a machine triggers an error code, the platform can automatically push the relevant troubleshooting guide to the technician’s mobile device. This connectivity transforms service from a reactive, paper-based process into a proactive, data-driven operation.
Example use cases
- Technicians: Delivering mobile-friendly, step-by-step repair instructions to technicians working on-site.
- Self-service: Powering public-facing support portals where customers can find answers and order spare parts.
- Maintenance: Connecting real-time IoT sensor data with technical documentation to trigger automated service alerts.
- Catalogs: Integrating 2D/3D visualizations with parts lists to help users identify replacement components.
- Training: Providing interactive, up-to-date learning materials that help new technicians master complex equipment.
Key benefits
RWS perspective
RWS views the Service Information Platform as the backbone of the modern service economy. Through Tridion, we help organizations transform static technical documentation into dynamic service intelligence.
Our approach combines the rigour of Component Content Management System (CCMS) with the flexibility of headless CMS delivery. We enable manufacturers to author structured content once and deliver it anywhere – to a technician’s tablet, a customer’s smartphone or a smart machine interface. By integrating Semantic AI, we make this content findable and context-aware, ensuring that users don't just get data – they get answers. This Human + Technology synergy empowers service teams to work smarter, safer and faster, turning every service interaction into a competitive advantage.