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    Intelligent knowledge - better service

    How ZEISS Microscopy is rethinking support with Empolis Industrial Knowledge - and speeding upinternal processes by30%.

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    "In one fell swoop, technicians are almost as smart as the best experts with the help of intelligent assistants."

    Martin Fischer
    Head of Global Service and Customer Care, Carl Zeiss Microscopy

    Measurable success from ZEISS Microscopy

    Microscopy in the high-performance range requires precise information - quickly and reliably. ZEISS Microscopy provides its worldwide service team with a central knowledge platform for this purpose. The result: shorter processing times, satisfied customers - and a system that grows with them.
    %
    Mean-Time-To-Repair
    Tickets
    per year systematically supported
    Points
    Increase in Net Promoter Score
    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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    Diverse data formats

    Documents from more than seven source systems were integrated - including XML, PDF, manuals, catalogs and experience knowledge from the ticket system. No problem for Empolis Industrial Knowledge.

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    Offline-capable for sensitive environments

    Service technicians have unrestricted access to the information even without internet access - particularly important in areas with sensitive electronics or high EMC requirements.

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    Simple system integration

    Thanks to the API connection, new data sources can be integrated quickly and easily. Role and rights models regulate who sees what - securely and transparently.

    What was the
    initial situation?

    Knowledge was stored in many individual systems, was difficult to find and slowed down the support process - a noticeable problem with over 20,000 inquiries per year.

    Why the decision
    for Empolis?

    Empolis offers a central solution that processes both structured and unstructured content, can be used on the move - and already covers many requirements as standard.

    What are the next steps/goals?

    Further expansion of the platform into other business areas, integration of augmented reality for assistance in use, continuous optimization of content.

    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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    Drawing area 1_21

    Company profile

    Carl Zeiss Microscopy is part of the ZEISS Group and is one of the world's leading manufacturers of microscopes and imaging systems -for life science, materials research and industry, among others.

    Get to know ZEISS
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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
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    Faster support services

    Thanks to a central search function, technicians can find the right solution more quickly and reduce the processing time per case.

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    Standardized knowledge base

    All content is in one place - structured, searchable in the context of other content and accessible based on roles.

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    Flexible integration

    New systems and content can be connected quickly via the API. This creates a fully comprehensive working environment for users without system discontinuity.

    You too can set new standards in customer service

    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