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    Teaser_KdRef_J.Wagner

    Expertise and innovative strength in service

    How J. Wagner secures service knowledge and increases customer satisfaction with Empolis.

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    "With the Empolis software as a knowledge platform, we can maintain and even expand our technical expertise. Thanks to the quick and easy access to all information, even our younger and less experienced colleagues can solve complex service cases independently."

    Michaela Herz
    Project Manager Service Strategy, J. Wagner GmbH

    Measurable success for J. Wagner GmbH

    Increasingly complex products, rising demands in service and a generational change in the team: with Empolis, Wagner bundles its collective knowledge in one place. Service technicians find answers more quickly and can solve problems independently, even without decades of experience.
    €
    Service savings per year thanks to centralized knowledge access
    €
    Service savings per year thanks to centralized knowledge access
    €
    Service savings per year thanks to centralized knowledge access
    IL-business-expenses-dollar-business-cost

    220,000€ COUNTER

    Savings in service per year
    thanks to centralized knowledge access
    IL efficiency

    30 min

    time saved per troubleshooting
    per day and employee
    Employees

    463

    Satisfied service users

    The project at a glance
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    Central knowledge hub

    All relevant information was brought together from distributed sources in a central platform - for uniform access across all media.

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    Focus on users

    Service technicians access structured knowledge in a portal, even if it comes from different data sources. The good structuring of the service knowledge inspires users, who can find the information they need more quickly.

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    Continuous knowledge transfer

    Less experienced employees should be empowered with guided diagnostics to carry out complex repairs themselves and rectify faults. This increases productivity and shortens the training period.

    What was the
    initial situation?

    Two major challenges had to be overcome: On the one hand, the decentralized distribution of service information with increasing product complexity and, on the other, the impending generational change and the associated loss of experience.

    Why the decision
    for Empolis?

    Empolis offers a central, AI-supported platform that makes existing knowledge available in a structured manner and secures it in the long term. Data access has therefore been centralized and simplified. The complexity can be meaningfully mapped thanks to the clarity of the information objects. Industrial Knowledge also offers various options for securing empirical knowledge and contributes to the enrichment of the existing database.

    What are the next steps/goals?

    The knowledge database is to be continuously expanded. To this end, we are focusing on the functions for knowledge transfer. In addition, guided instructions and service dialogs are being implemented to make expert knowledge even more accessible and enable new employees to work independently at an earlier stage.

    What was the
    initial situation?

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    Why the decision
    for Empolis?

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    What are the next steps/goals?

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    Teaser_KdRef_J.Wagner

    Company profile

    J. Wagner GmbH is a leading manufacturer of equipment and systems for surface coating with powder and wet paints. With over 1,700 employees at around 400 international sales agencies worldwide, the company has been selling innovative technologies for industry, trade and DIY enthusiasts for over 75 years.

    Get to know J. Wagner
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    Company profile

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    Industry

    Industries

    Sector 1, Sector 2, Sector 3
    Goal

    Target sectors

    Sector 1, Sector 2, Sector 3
    Employees

    Employees

    Number of

    Empolis Benefits
    IL-KI-Artificial Intelligence-AI

    AI-supported service knowledge

    Experiential knowledge is preserved and is accessible to everyone - anytime, anywhere.

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    Reduction of processing times

    Guided error dialogs ensure faster identification of the cause of the error and subsequent problem resolution. This increases the first-time fix rate and contributes to customer satisfaction.

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    Knowledge for new generations

    Younger technicians solve problems independently - without long training periods.

    You too can set new standards

    Book a demo

    In an individual demo, you have the opportunity to get to know functions in more detail and have your individual questions answered by an expert. Together, you will discuss your specific use case and what possibilities AI-based knowledge management can offer you.

    Book a demo

    Arrange a consultation appointment

    Let us discuss your concerns in detail! Together we will clarify the most important questions about knowledge management and the benefits of making your organization's knowledge available to the entire team.

    Arrange a consultation appointment