Expertise and innovative strength in service

J. Wagner GmbH is one of the world's leading manufacturers of innovative coating technology for finishing surfaces with powder and wet coatings, paints and other liquid materials. WAGNER equipment and systems are used in industry, trade and by DIY enthusiasts. The company is part of the WAGNER Group, which operates worldwide with around 1,700 employees, 16 operating companies and around 400 international sales agencies.

The focus is always on the customer

J. Wagner's service employees have to overcome two fundamental challenges. Firstly, the increasing number and complexity of products and service cases. The search for the right service information was often very time-consuming, as the service documentation was spread across several data pools. On the other hand, the company wanted to counteract the impending generational change in the area of specialists and the associated loss of experience.

The key was to be a company-wide knowledge management solution with which J. Wagner could consolidate the various data sources and ensure centralized access to knowledge. The aim was to preserve, enrich and share all the expert knowledge in the service department. At the same time, a better overview of the information objects was to be achieved. The decision was made in favor of the Empolis Service Express® solution.

The expert system

Empolis Service Express® is the AI-based expert system for centralized, integrated knowledge management in service. The AI-based SaaS solution structures and bundles all service knowledge in the company in one central location across all data sources, documents and media. Based on their own industry-, product- and company-specific terms, service employees can always find the right information - either as explicit and structured solution knowledge or within the existing documents.

As a knowledge database for complex products, Empolis Service Express® provides J. Wagner with a knowledge-based system for the management of all technical know-how. It prevents the outflow of knowledge and at the same time enables service technicians and service partners with little experience to carry out complex repairs and rectify faults themselves, despite increasing product diversity and complexity. Service technicians receive quick and targeted answers to their questions and can find everything they need in the technical documentation for field service at the touch of a button.

Guided troubleshooting based on search and decision trees enables customer problems to be solved quickly, thereby increasing the first-time fix rate.

The Industrial Solutions and Decorative Finishing divisions are now using the solution. In the Industrial Solutions division, Empolis Service Express® is mainly used by the technical office staff. The solution helps inexperienced employees in particular to find relevant information more quickly.

In the Decorative Finishing division, the solution is used by service centers, selected dealers and importers. Here in particular, Empolis Service Express® offers enormous relief for the technical office staff, as J. Wagner offers help for self-help. The next step is to introduce service dialogs, for example guided repairs. This means that even inexperienced employees can access the expert knowledge gathered to solve complex cases quickly and reliably. The solution quickly became established in the company, with the number of users doubling since its launch.