Customer Reference
Intelligent Delivery of Service Knowledge
KUKA stands for efficient production processes thanks to innovative robotics. With a global service network located in over 40 countries, demands for quality and a high level of information accessibility are at the heart of a centralized knowledge portal for all service technicians. KUKA relies on Empolis Service Express® for just that purpose.
Miklos Lörinczi-Karn
Head of Training, KUKA Deutschland GmbH
“Our demand for quality information is extremely high, increasingly driven by the current technological transformation. With Service Express, our technicians stay informed and can easily search for needed information themselves, thereby, we also support our situational learning process.“
KENNZAHLEN
Measurable Success at KUKA
Service technicians were challenged by the established, decentralized data structures. In the meantime, binders and USB sticks have been replaced by a single, centralized portal. The platform delivers all documents and functionalities to all users – even offline. Data is easily and quickly accessible to the editorial staff with a single mouse click.
Languages, in which documents are available
Users work with the knowledge base daily
Information types simplify search
KEY FACTS
A Project Overview
Intelligent Support for a Global Service Network
Fast and practical search capabilities for the right information are essential for more than 600 service technicians around the globe. The portal provides access to all documents from any device, no matter where they are stored. Employees are empowered with the necessary flexibility needed for robot maintenance, installation or repairs, even when they don’t have access to the network.
Successful Implementation of the Knowledge Lifecycle
The centralized knowledge portal offers targeted and fast help for all questions that may arise. For issues without existing troubleshooting information, service technicians and 2nd level support develop solutions. Newly developed solutions are then released. KUKA, thus, ensures for a continually growing knowledge base, avoiding uncovered expert knowledge and providing access to all of the most current information to all employees.
Fast Results with System Integration
Following a very brief evaluation and test phase of the system, the “KUKA Xpert” portal was implemented in only 3 months in 22 languages with more than 750,000 service documents. Via the interface to the existing publication system, data and their corresponding semantic relationships are easily and centrally managed.
Expanding the Business Model
Empolis Service Express® is not only for internal use, but is also utilized by partners and customers alike, who receive role-based access to information relevant for them. Of the approximately 6,300 users in the system, more than half are customers, with a rising tendency. KUKA drives the digital transformation for technical documentation and developed a new business model with its fee-based premium accounts, which also contribute to refinancing the portal.
THE COMPANY
Industry Robotics for Tomorrow
KUKA AG is a global automation corporation with sales of around 3.5 billion Euros. Around 14,200 employees ensure on a daily basis that KUKA remains one of the leading global suppliers of intelligent automation solutions – at its Headquarters in Augsburg, Germany and around the globe. KUKA offers its international customers everything from a single source: from robots and cells to fully automated systems and their networking in markets such as automotive, electronics, general industry, consumer goods, e-commerce/retail and healthcare.
FREE TRIAL
Modern Technology for Intelligent Service
Are you looking for a modern solution for the delivery of service knowledge to your entire global service organization? Then follow KUKA’s example! Try the free trial version and convince yourself of its easy handling and practically unlimited possibilities.
- Direct access to the software with examples
- Short tutorials and hints
- Free and no obligation
