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Company Q&A

Your new starter answers customer questions on their own in week one.

Second Brain puts all your company’s knowledge in one place: documents, agreements, ways of working and customer details. Your new starter asks Second Brain and gets an answer, with the source attached. No digging through folders, no interrupting an experienced colleague.

See how it works

Recognise this?

Day 3. A customer is on the line. Tijmen doesn’t know the answer.

Tijmen started on the service desk of a heating installer on Monday. Mrs Mulder calls: her heat pump is showing error code E12. Is that covered by the warranty?

The answer exists. It’s in a folder, in a contract, or in the head of Ria, who has worked here for nineteen years.

So the customer waits, Ria gets interrupted again and Tijmen feels out of his depth. And tomorrow the same thing happens with the next question.

Step 1

Mrs Mulder calls

“My heat pump is showing error code E12. Is that covered by the warranty?”

How it works

The same question, this time to Second Brain

Tijmen works with Second Brain: AI that can search all of the company’s knowledge. Click “Next” to see it happen.

Step 1

Tijmen asks the question in plain words

He types it the way the customer put it. No search terms, no folders.

Mrs Mulder is on the line. Her heat pump is showing error code E12. Is that covered by the warranty?

Second Brain: the question about Mrs Mulder and error code E12, is it covered by the warranty?
Example with made-up names and details.

Mrs Mulder puts the phone down with an engineer booked for Thursday.

One minute on the phone, and she has her answer. Ria didn’t notice a thing.

The result

Tijmen finds his own answers, all week

Here’s Second Brain in action. Pick a day from Tijmen’s first week. Have a look at Friday too: the answer isn’t written down anywhere, and it says so.

Step 1

Monday

How do I book an engineer for a fault?

Here’s how to book a fault call-out:

  • Create a new appointment in the schedule and choose the type “Fault”.
  • Pick the first available engineer in the customer’s area. If the customer has a maintenance contract, it has to be within 2 working days.
  • Put the error code in the “Notes” field, so the engineer brings the right part.
  • Scheduling work instruction, Steps 1 to 4 Step 3. Pick the first available engineer in the customer’s area. If the customer has a maintenance contract, book the appointment within 2 working days. Always put the error code in the Notes field.
  • Comfort maintenance contract, Article 3 Article 3. If there is a fault, an engineer will come out within 2 working days. Labour and call-out charges are included.
Monday: How do I book an engineer for a fault?
Example with made-up names and details.

  • Everyone only sees what they’re allowed to see

    You decide who can access what. Second Brain never sees more than the person asking the question.

  • If it isn’t written down, it says so

    A colleague fills the gap once. As soon as the person responsible for that topic approves it, everyone can find it.

  • Access to your company knowledge

    The Second Brain environment runs in European data centres. Access permissions determine which knowledge each person can use.

  • Works with what you already have

    Hand over your folders as they are, mess and all. We’ll get them ready.

Before and after

Less searching, fewer “got a minute?” moments

a day spent by a knowledge worker searching for information, according to a 2012 estimate.
1.8 hours

That adds up to more than a full working day every week.

Source: McKinsey Global Institute, The social economy (2012), https://www.mckinsey.com/industries/technology-media-and-telecommunications/our-insights/the-social-economy. It reports 8.8 of 46.5 hours a week (19%) for knowledge workers; divided over 5 working days and rounded, that is 1.8 hours a day. The conversion to a working day is our own.

Without Second Brain

  • A customer question Searching, asking around and calling the customer back
  • A new starter Shadows colleagues for weeks and needs help with everything
  • Your experienced people “Got a minute?” all day long
  • When someone leaves Their knowledge walks out of the door with them

With Second Brain

  • A customer question The answer and its source, while the customer is still on the line
  • A new starter Finds the answers on their own from week one
  • Your experienced people Have time for their own work again
  • When someone leaves Whatever was written down is still easy to find

Worked example

Say Ria gets ten of these questions a day, at five minutes each. That costs your most experienced person more than four hours a week. This is an example, not a measurement. How many of these questions does your team get?

The names and details in this example are fictional.

Also works for

The same approach works here too

  • A wholesaler

    With one question, the sales desk sees which prices and delivery terms have been agreed with a customer.

  • Sales and account management

    Everything about a customer in one question: agreements, quotes and meeting notes. Even when the account manager is on holiday.

  • Health and social care

    A cover carer finds the care plan and the agreements for each client straight away, without phoning the team leader.

Sound familiar?

Let’s look at what this can do for you. A twenty-minute call about the questions that keep coming up in your team. You hand over your folders. We set up Second Brain for you. Your team logs in, asks questions and gets answers, with the source attached. A one-time setup fee, then a fixed monthly fee with no charge per user, and you can cancel any month. Second Brain is already used by TwoFeetUp customers.

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