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    Service excellence starts with knowledge

    How Vailant is scaling its service quality internationally with Empolis Industrial Knowledge.

    Watch interview
    REF_EricEbner

    "Service employees can quickly and easily find the information they need to make their work easier and delight our customers!"

    Eric Ebner
    Service Excellence & Knowledge Management, Vaillant Group

    Measurable success from Vailant

    Even with very long product life cycles of up to 20 years, the service technicians must always be able to maintain and repair the machines optimally. A company-wide central service portal, which provides all the necessary documents around the clock, is therefore of great importance. At the same time, Weiss can exploit the huge potential for service optimization while saving costs at the same time.
    More than available
    documents
    about search queries
    per week
    active users worldwide
    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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    International knowledge management

    All content and documents were consolidated from group and country systems and made accessible on a role-based basis - centrally in InfoExcellence.

    IL-Analysis-analysis

    Structured diagnosis instead of a second approach

    Guided troubleshooting, linked spare parts data and cross-media instructions avoid unnecessary queries and trips.

    IL-Flexible-Planning-Flexible-planning

    Platform grows with the organization

    New countries, roles and partners can be flexibly integrated. Reporting functions help to further develop content in a targeted manner.

    What was the
    initial situation?

    Many parallel systems and sources, no central point of contact for technical knowledge - especially not usable across national borders.

    Why the decision
    for Empolis?

    Empolis impressed us with the depth of its standard, its ability to integrate existing systems and its clear prospects for further development.

    What are the next steps/goals?

    Further country rollouts, integration of external service partners, integration of additional tools such as Team Knowledge.

    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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    Vaillant-400x200

    Company profile

    The Vaillant Group, headquartered in Remscheid, Germany, is a leading global provider of heating, ventilation and air conditioning technology. Family-owned since 1874, the company employs over 16,000 people and provides solutions for sustainable home comfort in over 60 countries.

    Get to know Vaillant
    PG-Logo-Patzhalter-400x200

    Company profile

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    [Open URL to company & link in new window]
    Industry

    Industries

    Sector 1, Sector 2, Sector 3
    Goal

    Target sectors

    Sector 1, Sector 2, Sector 3
    Employees

    Employees

    Number of

    Empolis Benefits
    IL-internet-2

    Knowledge available everywhere

    A centralized system combines group and country knowledge and makes it available in a tailored manner - also internationally.

    IL-integratable-solutions-integrable-solutions

    Fewer queries, better initial solutions

    Guided fault diagnostics and targeted spare parts recommendations reduce follow-up operations and increase customer satisfaction.

    IL-CP product integration

    Platform for scalable service

    New roles, partners and markets can be flexibly integrated - with clearly regulated access via roles and rights.

    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 opportunities 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