Service Express –
your service expert system
With Service Express, you have an integrated knowledge management which structures and bundles your entire service knowledge in the company at a central point across all data sources, documents and media. Based on your own industry-, product- and company-specific terms, your service technicians will always find the right information – either as explicit and structured solution knowledge or within your existing documents.
The Knowledge Base
for complex products
With Service Express, you get a knowledge-based system for managing your technical expertise. The AI-based expert system prevents the loss of knowledge and at the same time enables service technicians and service partners with less experience to carry out complex repairs themselves and rectify faults – the result: high customer satisfaction when servicing technically complex products and machines.
AREAS OF APPLICATION
Advantages of professional knowledge management in service
The knowledge of the employees is an asset, especially in service. Due to demographic change, the knowledge of experienced service employees is often lost when long-standing experts leave the company. With Service Express, service managers can secure the knowledge of experienced employees and, at the same time, quickly enable new colleagues or service partners – while increasing product diversity and complexity.
Our own service technicians and the technicians of subcontractors or service providers receive quick and targeted answers to your questions and find all the essentials in the technical documentation for Field Service at the touch of a button. Guided troubleshooting based on the search and decision trees quickly solves customer problems – this increases the first time fix rate.
The knowledge of the service technicians is simply recorded, carefully structured and classified in the Service Express knowledge database. Differently formatted contents are simply displayed. The Empolis Knowledge Packs make it easy to create your own taxonomy and ontology – so that the service knowledge you enter can be found quickly and reliably in the search in the service portal.
Own concept worlds, Taxonomies and knowledge models
With the help of Knowledge Packs, your employees can add individual technical terms to the knowledge database with just a few clicks – in any language. Frequently used terms such as size, units of measurement or colors are already included in the functional scope and simplify your service processes from the very first day. With just a few clicks, Service Express also understands product names, error codes and synonyms from your individual technical language for service. This ensures that all user groups – whether support, field service or end customer – always find what they are looking for.
Solving problems with digital expert knowledge
Guided troubleshooting based on intelligent decision trees support your service staff, external service providers and end customers in limiting problems. Even inexperienced employees can solve the most difficult service cases and find the right solution step by step. The decision trees in Service Express also form the basis for the development of intelligent diagnostic systems and automated troubleshooting.
DBTA – The Companies That Matter Most in Data
2014 / 2015 / 2016 / 2017 / 2018
KMWorld 100 Companies that Matter in Knowledge Management
2004 / 2005 / 2009 / 2010 / 2011 / 2012 / 2013 / 2014 / 2015 / 2016 / 2018 / 2019
READERS’S CHOICE BIG DATA INSIDER AWARD 2018
„IT company of the year 2018" and Platinum Award in the category "Analytics" 2018"
Head of Customer Success Management