System
How we do it
The standard operating procedures, the product knowledge and the pricing rules, written down and searchable. Every answer is a page somebody owns and reviewed, with the record it is about one click away.
A safety data sheet has lapsed
What do I do when an SDS has expired?
The order stops. Under WHS Regulation 344 a sheet is reviewed at least every five years, and a site cannot hold a hazardous chemical without a current one.
Owned by Simone Achterberg
Dilution rates and contact time
How much do I dilute this, and how long does it need to sit?
Dilution is on the label and on the sheet. Contact time is the part people skip, and it is the part that decides whether a disinfectant did anything at all.
Owned by Simone Achterberg
Choosing the right chemical for the job
Which product should this site be using?
Match the chemistry to the soil and the surface, not to the price. The wrong choice usually shows up as a customer using twice as much of the right one.
Owned by Simone Achterberg
Why this is written down rather than generated
You said the intent was to put thirty years of your own knowledge somewhere the team can reach it. The hard part of that is not the search box, it is getting the knowledge out of your head and onto a page that somebody owns and reviews. That is what this is. Each answer has an owner, a review date, and a link to the record it is about, so when somebody acts on it and it turns out to be wrong, there is a page to correct rather than an answer that came from nowhere.
A chat box over the top of this is a small piece of work and it can come later. It would read these pages. They still have to be right.